Product Support Specialist

1 week ago

Remote, Canada BrandMaker GmbH Full time

**Here are the top reasons why our people love working here**:

- Love the people and culture
- Enjoy remote first and the flexibility it allows
- Take pleasure in the work they are doing - it is interesting and challenging
- Appreciate having global colleagues

Looking for a new opportunity at a remote-first company experiencing an exciting time of growth? Join Uptempo, the global leader of marketing operations and marketing resource management solutions.

**About the role**

To build the best-in-class marketing operations suite, we are looking for a Product Support Specialist to join our team

This is a remote opportunity and will work across North American and European time zones, requiring flexibility in work schedules.

**What you’ll do**:

- In a prompt, professional and knowledgeable fashion, research, answer and track all support tickets for Uptempo customers
- Prioritize issues based on their severities, drive root cause analysis and ensure corrective actions are taken within the Support and Product teams
- Deliver high-quality solutions for a wide variety of service requests involving feature enablement and enhancements to existing customer setups, managed separately from (& efficiently alongside) support ticket queue
- Maintain internal knowledge base for complex Uptempo implementations
- Reproduce, verify, and track product issues in bug tracking tool (JIRA)
- Analyze reports and data to improve the customer experience from a support and customer service perspective
- Must demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures
- Able to work 8 hours per day Mon-Fri starting between 6am and 9am PST
- Willing to participate in after-hours on-call rotation monitoring for Severity 1 tickets (paid separately)

**What we’re looking for**:

- A passion for learning software products and using various systems & tools to creatively solve problems
- Exceptional verbal and written communication skills; a clear, concise, empathetic writing style and ability to translate information to a primarily non-technical audience
- Prior experience in a tech-related customer-facing role & outstanding customer support skills
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- A good understanding of software-as-a-service, marketing workflow, and are data savvy
- Ability to present ideas in user-friendly language with very strong customer service orientation
- Knowledge of Zendesk
- Excellent data manipulation skills (Excel)
- Experience supporting SaaS solutions and experience with Business Intelligence tools like Tableau, Snowflake or GoodData would be an asset

We think you would love it here.

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