Jr. Product Support Specialist

EllisDon • Vancouver, BC

9d

About The Position

EllisDon is a leading construction industry company that values innovation, inclusive diversity, and strong relationships. They are committed to providing continuous learning and growth opportunities for their employees. The company utilizes AI tools in its applicant screening process. The Jr. Product Support Specialist will be a crucial point of contact for customer support, troubleshooting technical issues, and promoting product adoption. This role involves collaborating with supply chain partners and the product team to gather feedback, identify recurring issues, and contribute to product improvements. Key responsibilities also include maintaining internal documentation, assisting with user training, supporting account administration, and contributing to the development of support processes and resources.

Requirements

• 1 year of experience in a customer-facing role, preferably within a SaaS company (e.g., support, success, implementation, or account coordination).
• Proven ability to learn new software tools quickly and explain technical concepts in a clear, accessible manner.
• Excellent written and verbal communication skills.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Collaborative mindset with the ability to work cross-functionally in a fast-paced environment.
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues.
• Highly proficient with Microsoft excel.
• Experience with service now, Jira, or other task management tools.

Nice To Haves

• Experience working with construction and/or supply chain partners.
• Knowledge of processing invoices and payments.

Responsibilities

• Serve as the primary point of contact for customer support inquiries and troubleshooting.
• Work closely with our supply chain partners to ensure smooth onboarding of new users.
• Provide ongoing product demos and support to users, promoting adoption and engagement.
• Collaborate with the product team to relay customer feedback, identify recurring issues, and contribute to product improvements.
• Maintain internal documentation and knowledge bases to support customer and team self-service.
• Serve as the main point of contact for troubleshooting and resolving technical issues related to the product.
• Document and escalate complex issues to the appropriate teams for resolution.
• Work with the QA, Support, Training and Product team to ensure continuous improvement of the solutions.
• Assist in the development and execution of customer communication strategies around product updates and changes.
• Support account administration, including user management.
• Assist in training sessions for end-users on the functionalities of our tools.
• Assist in the development and implementation of support processes and procedures.
• Utilize Microsoft Excel to create reports for supervisor and internal teams.
• Participate in quality assurance testing for new product features or updates.
• Develop support resources, such as FAQs, guides, and training materials.
• Contribute to internal process improvements to enhance the support experience.
• Maintain accurate records of support activities and resolutions.

Benefits

• Continuous learning
• Opportunity for growth
• Competitive compensation package
• Environment that is committed to inclusion and respects diversity
• Mentorship at every level

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed