Product Support Specialist

Jobber•Edmonton, AB

8d•Hybrid

About The Position

Jobber is seeking a Product Support Specialist to join their Customer Success department. This role is crucial for Jobber's success, focusing on providing award-winning customer service to hundreds of thousands of users. The position operates in a dynamic, fast-paced contact center environment, utilizing live chat, phone, and email to assist users with understanding new features, functionality, custom workflows, problem-solving, and feedback collection. This role directly impacts entrepreneurs who rely on Jobber to manage their businesses.

Requirements

1 year of contact centre experience, preferred.
Agile and adaptable to solve problems quickly in a fast-paced, changing environment.
Empathetic to customer journeys and comfortable diving into their issues.
Clear and effective verbal communication skills, able to articulate information concisely and with a friendly demeanor.
Ability to craft professional and empathetic written responses via email and chat, with attention to detail and clarity.
Curious, with the ability to ask questions and probe to provide great customer service.
Incredibly reliable for customers and the success team.
Resilient in the face of adversity, able to overcome challenges and learn from them.
Confident with technology, including the ability to touch type and navigate cloud-based software.

Responsibilities

Respond to inquiries covering the entire Jobber ecosystem from new and existing customers via live chat, phone, or email.
Troubleshoot issues or problem-solve questions related to features, bugs, or workflows.
Maintain high channel productivity across various communication mediums.
Act as a liaison for customer feedback to product and technical teams.
Build a knowledge base of FAQs and document all customer feedback and recommendations to inform future decisions.