Our client, a leading player in the property tech sector, is seeking an End-User Support Specialist on the product team. We're looking for someone with a genuine passion for assisting users in troubleshooting and resolving issues while also being eager to contribute to the ongoing evolution of our product. If you're excited about making a meaningful impact on a technology-focused product revolutionizing the industry, we want to hear from you! Join us and be part of the journey towards innovation and excellence.

Our client seeks a proactive and motivated End User Support Specialist who will be at the forefront of user satisfaction. Your main focus will be helping users troubleshoot and fix problems and playing a critical role by contributing insights to the product team to understand the users better. If you enjoy solving problems, working in a fast-paced environment, and creating great user experiences, we want to hear from you! Join our client's team, and let's make a difference together!

Join us for an exciting opportunity where you'll:

• Deliver outstanding customer service to users of the app and web platform.

• Provide technical support via email and ticketing system, troubleshooting effectively.

• Identify and escalate technical issues to the technical / engineering team, including reproducing bugs and organizing necessary information for resolution.

• Investigate user-reported issues to determine their scope and severity.

• Categorize product inquiries and contribute to testing activities for product releases.

• Analyze user feedback to extract valuable insights for the team.

• Conduct user surveys to enhance understanding of customer needs.

• Document features, best practices, and troubleshooting steps for easy reference.

• Facilitate user interviews between product team and users with unique perspectives.

We're looking for candidates who:

• Possess a knack for uncovering the root causes of problems.

• Demonstrate empathy and understanding toward users.

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

• Apply logical thinking to assess issue severity.

• Have a natural curiosity and a passion for learning.

• Have experience in customer-facing roles, particularly in software, platform product or technical support.

• Previous experience in a software company.

• Exhibit adaptability and a desire to learn about evolving technical products.

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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