Product Support Specialist: User Experience and Support

Our client, a Real Estate Property Technology firm, harnesses AI to guide home buyers through significant life decisions. They offer a vibrant platform with millions of active users and ongoing rapid expansion. If you aspire to delve into product management and seek exposure to the tech industry through a technical support position, this opportunity is tailor-made for you! Join us and embark on a journey at the forefront of innovation.

Our client's company embraces the start-up culture and values the impact of your work over the number of hours you put in. They prioritize freedom and autonomy, offering remote work options and flexible work hours to ensure a healthy work-life balance for team members.

They are seeking an innovative and driven Product Specialist: User Support & Experience ready to be the core of the user experience. In this role, you will focus on helping users troubleshoot and resolve user issues and play a role on the product team by providing valuable insights to help the product team's understanding of their user base.

Join our client's dynamic team as we hunt for a Product-Focused User Support Specialist! We need someone who doesn't just scratch the surface but dives deep into the heart of user issues with empathy and enthusiasm. If you're a problem-solving expert, thrive in the whirlwind of fast-paced environments, possess an unquenchable thirst for knowledge, and are dedicated to crafting extraordinary user experiences, we're eager to hear from you!

In this role, you will have the opportunity to

• Provide exceptional customer service to customers using the app and online web platform.

• Provide technical support via email and through the support ticketing system.

• For technical issues, be able to ask the right questions in order to reproduce bugs and escalate issues to the technical team when necessary.

• Organize all information required to escalate bugs (i.e. app version, platform, device type, etc.)

• Attempt to reproduce issues from users and determine if they are widespread or isolated incidents.

• Categorize product inquiries based on type (Bugs, Feature Requests, etc.)

• Participate in testing activities for product releases and provide feedback on functionality and usability from a customer's perspective.

• Distill themes and trends in user feedback into insights to share with the team

• Conduct User Surveys to improve understanding of customer problems.

• Record features, best practices and troubleshooting steps, arranging them for easy access

• Book user interviews between the product team and users who display an exciting perspective

Skills and Experience

• Ability to dig past surface-level problems to find underlying root causes

• Ability to use your intuition and problem-solving skills to find solutions

• Possess empathy towards users and accurately understand their challenges.

• Proficiency in applying logical thinking and sound judgment to assess the severity of reported issues

• Natural curiosity and love of learning

• Experience in a customer-facing position (relevant roles in Product Support, Technical Support)

Bonus experience and knowledge include

• Experience working in a software company

• Interest in product management/ entrepreneurship

• Demonstrate adaptability and a willingness to continuously learn about evolving technical products, even when challenging your expertise.

• Experience conducting user interviews/surveys

• Familiarity with the Proptech industry

What you can expect

• Health benefits including health, dental, life, virtual health care and travel coverage

• A chance to work towards a fantastic mission of helping real estate investors, home buyers and sellers across Canada

• Remote-friendly work environment: the ability to work from anywhere in Canada

• Competitive compensation and generous vacation time

• Continuous learning and growth culture with many opportunities to develop professionally

This is a full-time, permanent, remote position.

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