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Senior Product Support Analyst

1 month ago

Markham, Ontario, Canada Sage Recruiting Full time

We are looking for a Senior Product Support Analyst – Web to join a leading provider of SaaS solutions that power businesses across North America. This role is ideal for a customer-focused professional with experience supporting web-based products and services.

As a key member of the Support Team in a rapidly growing organization, you will be responsible for handling escalated client issues, troubleshooting complex technical challenges, and optimizing support processes. This is a full-time opportunity for someone who thrives in a fast-paced, client-centric environment.

Are you looking for a role that offers career growth, technical challenges, and an opportunity to make a real impact? If so, we'd love to hear from you

What You'll Be Doing:

  • Serve as a technical expert for web-related support inquiries.
  • Troubleshoot and resolve complex client issues in a timely manner.
  • Act as a liaison between clients and internal teams, ensuring clear communication and resolution of technical concerns.
  • Provide guidance and mentorship to junior support team members.
  • Assist in managing support queues, emails, and call escalations to ensure prompt response times.
  • Collaborate with internal departments to streamline support processes and improve efficiency.
  • Maintain and update client-facing support documentation.
  • Participate in on-call support rotations for emergency issues.
  • Contribute to continuous learning initiatives, staying up to date with industry trends and company products.

What We're Looking For:

  • 5+ years of experience in customer service, preferably in a SaaS or web-based product environment.
  • Strong technical troubleshooting skills, particularly in Windows, iOS, and Android environments.
  • Experience with HTML, Content Management Systems (CMS), and mobile application support is an asset.
  • Background in web reservations, online ordering applications, or similar platforms is preferred.
  • Excellent organizational skills and ability to prioritize tasks efficiently.
  • Strong verbal and written communication skills, with a customer-first mindset.
  • Ability to work independently and collaboratively in a fast-paced setting.
  • Comfortable working varied shifts between 8 AM – 8 PM EST, including participation in a pager rotation for emergency support on weekends.

Nice to Have:

  • Experience in hospitality, golf clubs, or related industries.
  • Exposure to software support in a SaaS environment.

What We Offer:

  • Competitive salary: $65,000 – $75,000 + Bonus
  • Career growth opportunities within a growing company
  • Comprehensive benefits package
  • A dynamic and collaborative work environment
  • Great business casual working environment

This is an exciting opportunity for someone passionate about technical support, customer service, and web-based solutions. If you're looking for a challenging and rewarding role, apply today