Product Support Specialist
New
T
ThinkificLearning Commerce
Distributed - Canada, 9am-5pm PSTFull-TimeMiddle
Salary$55,000 - $65,000
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Job Details
- Experience
- 2+ years
- Required Skills
- TroubleshootingTechnical supportSaaSGoogle WorkspaceSlackAsanaZendesk
Requirements
- 2+ years in an online customer-facing role, ideally in SaaS.
- Proven ability to manage multiple communication channels simultaneously.
- Ability to communicate complex technical concepts simply.
- Demonstrated technical curiosity and troubleshooting ability across browsers, integrations, and app environments.
- Proficiency with Zendesk, Slack, Asana, and Google Workspace.
- Experience diagnosing multi-system issues and integration errors.
- Critical thinking and decision-making skills in a fast-paced environment.
- Emotional intelligence and professionalism for managing customer escalations.
- Availability for rotating weekend or holiday coverage.
Responsibilities
- Provide timely, empathetic, and technically accurate responses via live chat, email, and phone/screen-share.
- Own each customer issue from initial report through resolution, coordinating with technical teams as needed.
- Troubleshoot complex platform issues including domain connections, payment errors, and integration timeouts.
- Identify, reproduce, and document bugs for downstream technical teams.
- Educate customers on best practices and features to drive product adoption and plan upgrades.
- Collaborate with Customer Success teams to spot churn signals and retain customers.
- Leverage AI tools and automation to increase efficiency and streamline ticket resolutions.
- Update training materials and knowledge-base documentation.
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