Product Support Specialist
$31,200–$31,200 year
On-siteToronto, Ontario, Canada
Job Summary
Serve as the primary point of contact for customers seeking help, diagnosing, replicating, and resolving product issues while working closely with engineering. Educate customers and internal teams by highlighting usage gaps and upskilling them on Pigment's features. Develop processes with cross-functional partners to establish workflows and seek efficiencies, ensuring the product roadmap aligns with customer needs. Proactively monitor customer health by managing workspaces and fixing problems before they escalate. Provide outstanding service to maintain a multi-award-winning support standard while building trusted relationships with internal and external stakeholders.
Required Qualifications
- Proven ability to take a proactive, hands-on approach to solving problems
- Strong written and verbal communication skills
- Experience collaborating effectively with both technical and non-technical stakeholders
- Track record of delivering accurate, detail-oriented work
- Experience quickly learning and adopting new software, tools, and technologies
- Ability to proactively identify, communicate, and escalate issues, blockers, and risks
- Experience working independently, taking ownership of outcomes
- Proven ability to manage high-volume, repeatable work
- Sound judgment to determine when to follow established processes, when to recommend improvements, and when to escalate exceptions
- Strong organizational and prioritization skills
- Track record of delivering exceptional customer service
- Experience collaborating effectively in a fast-paced, global environment as part of a distributed team
- Experience partnering with cross-functional teams, managing internal requests, and balancing competing priorities
- 2+ years of experience in one or more of the following areas: Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, Financial Planning & Analysis (FP&A) or Financial Modeling
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