Senior Product Support Specialist

SOCi•Vancouver, BC

7d•Hybrid

About The Position

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Product Support Specialist. The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively. SOCi expects to pay a base salary in the range of $60,000 to $82,000 CAD base plus bonuses. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

Requirements

5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
Knowledge and working experience of APIs and SQL.
Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
Proven track record of delivering high-quality customer support and achieving client satisfaction.
Experience with support ticketing systems and customer relationship management (CRM) tools.
Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.
Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.

Responsibilities

Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention