Product Support Specialist Jobs in Edmonton, Alberta, Canada {{REMOTE}}
Create alert for “Product Support Specialist”
Edmonton, Alberta, Canada {{REMOTE}}
About the role
- Does your definition of success mean empowering others? Then you should consider joining Jobber! We’re looking for a Product Support Specialist to be part of our Customer Success department
- Our Product Support Specialists are the foundation to Jobber’s success
- We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award winning level of customer service
- This is a dynamic, fast-paced contact centre environment—using live chat, phone or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback
- This role directly impacts the lives of our entrepreneurs who rely on Jobber to run their businesses, which is a responsibility we don’t take lightly
- Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
- Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
- Maintain high channel productivity across our different mediums
- Be a liaison for customer feedback to product and technical teams
- Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions
- Please note: The shift for this role is Monday to Friday 9am-6pm MT (11am-8pm ET) or 10am-7pm MT (12pm-9pm ET)- Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
- Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software
- Have 1 year of contact centre experience, preferred
- Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service
- Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
- Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
- Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
- Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
- Be empathetic to our customers’ journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them- Step 1: We’ll review your application! The candidates whose customer service experience aligns with the role will be moved forward in the process. We’re looking for problem solvers, and people used to working in a fast-paced and multi-tasking environment. Make sure to highlight this one your application!
- Step 2: Screening assignment! Candidates moving forward will receive a link to complete a brief, recorded audio interview through our third party software Willo
- Step 3: Initial convo with TA! A member of Talent Attraction will reach out to you for a first conversation. We want you to share your unique story and experience, and see how you’ll help drive us forward. This is also a great opportunity to ask questions about Jobber and the role!
- Step 4: Team Interviews! You’ll have two interviews with your potential team leader and peers to dig into your previous experience and performance, as well as to see your skill set in action in a Customer Support role play. We’re constantly raising our bar and excited to see what you can bring to Jobber
- Step 5: Offer!
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About Jobber
Software Development
1001-5000
Jobber is an award-winning software for small home service businesses.
Unlike spreadsheets or pen and paper, Jobber keeps track of everything in one place and automates day-to-day operations, so small businesses can run smoothly and provide five-star service at scale.
Jobber is used by 300,000 home service pros to serve over 27 million properties in more than 60 countries. The company continually ranks as one of Canada's fastest-growing and most innovative companies by Canadian Business and Macleans, The Globe and Mail, Fast Company, and Deloitte