Senior Product Support Specialist

MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonalds, Brenntag, Cintas, Michaels, and Shell.

We've raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as CEO from GE, Twilio, Toast and PagerDuty.

We are looking for an Senior Product Support Specialist, (we call it Enterprise Support Analyst internally!), to join us remotely in Toronto or Montreal to provide exceptional support and develop solutions for our enterprise customers. This role involves direct interaction with customers, managing significant accounts, and enhancing our support framework.

What you’ll do:

• Respond promptly and accurately to customer support inquiries.
• Call customers to resolve issues when needed.
• Help customers with how to use specific features of the product.
• Triage, Document and Escalate product bugs via Jira to Engineering and Product.
• Offer work-around solutions when the product does not exactly meet the customer’s requirements.
• Document product requests and highlight common requests to the Product team.
• Schedule meetings with sales representatives when pricing negotiation and solution consulting are required.
• Experience in handling and dealing with Large and Strategic-focused accounts
• Support and mentor the global L1 Customer support team.
• Create self-service knowledge base articles and saved replies based on frequently asked questions.
• Follow up with old customer support tickets when new product releases help meet the requirements of customers.
• Previous experience as a Product Implementation Specialist is an asset
• Experience in using API development and management tools like Postman, Insomnia is an asset
• (Plus)Understanding of RESTful or SOAP methodologies to design and develop APIs.
• (Plus) Experiencing designing, developing, and implementing high-performance, reusable, and reliable APIs

About you:

• 3 - 5  years of full-time customer support or customer onboarding experience (providing customer support or onboarding for a software product is a plus).
• BA/BSc/BEng degree or equivalent.
• Highly proficient in Excel.
• Spanish and French language skills (written and spoken) are an asset.
• Excellent communication, time management, and interpersonal skills.
• Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
• Savvy with technology and capacity to become well-versed in our software in a short period of time.
• Experience working with customer support/help desk ticketing software is a plus.
• Has Knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce and G-Suite. 

What’s in it for you:

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment program.
• Take what you need PTO.
• A Work Culture where:
• You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
• We believe in meritocracy, where ideas and effort are publicly celebrated.

About us:

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Last updated on Jul 8, 2024