Technical Product Specialist

Full time
Toronto
Customer Success Team

Are you the Technical Product Specialist we're looking for?

We are looking for a Technical Product Specialist to join the Funnelytics team. This is a great opportunity for someone who is technically skilled and looking to join a young, fast-growing SaaS company.

 

The Technical Product Specialist will act as key support as we efficiently manage and record our customer enquiries through our customer messaging platform, troubleshooting technical issues, providing accurate product/service information, setting up tracking for new accounts, collecting and reporting feedback, and resolving service concerns. 

 

Always striving to go above and beyond, all enquiries will be responded to with the goal of providing the highest level of service at all times, in order to ensure a memorable experience for each and every customer.

 

This is a full-time remote role, with our company base in Toronto, Canada.

Key Responsibilities

  • Maintain a positive, empathetic and professional attitude towards our customers when responding to support inquiries
  • Consolidate and provide regular feedback on the efficiency of the customer support process and regularly share trends from tickets received with your team lead
  • Understand and connect with our customers, in order to direct customers towards the right service/product for their business
  • Help clients set up our platform, and provide proactive suggestions for improvements to the product team
  • Get to know our software inside and out so that you are able to solve any technical issues a customer may have
  • Handle any issues/complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure full resolution and satisfaction
  • Maintain technical articles in our Helpdesk/Knowledgebase. Strong English skills required.
  • Expectation to contribute to improvement of internal support processes

Requirements

  • Strong communication and written skills, with the ability to manage different types of customers and situations and communicate with fellow team members
  • Fluent in English
  • Good problem solver and ability to research/troubleshoot complicated technical issues
  • Comfortable with being on video calls with customers
  • Experience with technical platform/software troubleshooting
  • Documenting processes, resolving conflict
  • Adaptable & can easily embrace change in a fast moving environment, team player, transparent communicator, proactive problem solver, continuously seeks to evolve professionally and personally, sense of pride and ownership in your work.
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We're changing the way that marketers look at data analytics.

We need a Technical Product Specialist that will help us level up our clients and create lasting relationships.

The CREATOR Mindset

Our mantra is the CREATOR mindset, which is an acronym for each of our values –


Customer Centricity, Results, Expression, Adaptability, Transparency, Ownership, and Resiliency

We try and bring this mindset to everything we do in the company.


Everyone on our team feels that they are creators, and it is crucial that anyone who joins Funnelytics does feel a strong connection to each of the values it stands for so we can be connect on a deeper level. It’s a huge reason why we are able to work so well and efficiently together, understand and compliment one anothers strengths, value and respect each others ideas, and be adaptable to change and risk, to name a few. As a result of this- we are able to continue to strive to provide the best value to our customers and stay focused as a team.

 

Some of the perks we offer

Flexible paid time off At Funnelytics, you decide when and for how long to take time off. We put full trust in our team to manage their time responsibly and therefore fully encourage ‘out of office’, whether it be individual days here and there or a nice long holiday somewhere by the beach.
Health & Personal benefits We offer great health and personal spend accounts that can be used for a wide range of medical and wellness related services, treatments and products - we want you to take care of yourself so you can feel your best!
Remote Work You don’t need to be in an office to have an impact! As of March 2020 we are a fully remote team, and even from afar we continue to foster a super productive and engaged remote environment while also ensuring flexibility and autonomy (not to mention more time on your hands). It’s a win win all around!
Learning & Development We never stop learning! Regular company planned workshops from business related topics to personal well-being and betterment. Plus, trainings, programs & We professional associations available to you to ensure you are set up for success in your role and career path.
Team Outings When you work with amazing team members, it’s not hard to have a good time. From regular after work virtual gatherings, from team games to happy hours, we ensure that we stay connected...and laughing!
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