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Product Support Specialist - Toronto

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Pigment

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Toronto
  • Quick Apply

AI generated summary

  • You have a can-do attitude, excellent communication skills, tech-savviness, project management abilities, customer service focus, relevant support experience, and can work in Toronto 3 days a week.
  • You will assist customers, solve product issues, educate users, develop processes, represent their voice, ensure top-notch service, monitor customer health, and pursue continuous learning.

Requirements

  • You have a “can-do” attitude: you’re hands-on and a go-getter
  • You have excellent written and interpersonal skills
  • You have general technical know-how and an affinity for learning new software.
  • You proactively communicate issues and FYIs so the team stays informed
  • You would describe yourself as independent, empathetic, and accountable
  • You have strong project management skills and ability to deliver on time.
  • You prioritize and pride yourself on providing great customer service
  • Comfortable working in a global, fast-paced environment as part of an international team
  • You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role
  • You speak English to a professional proficiency
  • You are able to work from the Toronto office at least 3 days a week

Responsibilities

  • Provide Expert Assistance: serve at the primary point of contact for customers seeking help, or raising product issues through our ticketing portal
  • Problem Solve: Diagnose, replicate, and resolve product issues working closely with our engineering team
  • Educate our Customers: Work closely with our customers, and our education teams, highlighting gaps and helping to upskill our customers to better use Pigment
  • Develop Processes: You will work closely with cross-functional partners to grow and build the team, while being an active member of it
  • Be the Voice of the Customer: Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs
  • Provide Outstanding Service: Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and help contribute to a multi-award winning support team, recognised for its best in industry customer service
  • Proactively Monitor Customer Health: Work with our engineering and customer success teams to manage customer instances, and fix problems before they are noticed
  • Continuously Learn and Develop Yourself: As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organization, allowing you to shape your career

FAQs

Do we support remote work?

Yes, we operate in a hybrid format, requiring employees to work from the Toronto office at least 3 days a week.

What qualifications are required for the Product Support Specialist position?

The ideal candidate should have experience as an application support specialist, in a technical support role in the SaaS industry, or in Financial Planning & Analysis (FP&A) or Modeling. Having general technical know-how and a proficiency in English is also essential.

Is prior financial qualification beneficial for this role?

Yes, having a financial qualification such as Payroll, Accounting, Financial Risk Management, or Pensions would be highly desirable.

What kind of training opportunities does Pigment provide?

Pigment offers a variety of structured training opportunities and development pathways to support employees’ growth within the Support function and across other areas of the organization.

What values guide Pigment's work culture?

Pigment's work culture is guided by values such as teamwork, ambition, action-oriented mindset, humility, and empathy, alongside a strong emphasis on diversity and inclusion.

What kind of companies does Pigment serve?

Pigment serves a range of companies across various industries, including notable clients like Unilever, Deliveroo, Gong, and Brex.

How does Pigment ensure a great customer experience?

Pigment prioritizes customer service by providing expert assistance, proactively monitoring customer health, and being the voice of the customer to align the product roadmap with customer needs.

What benefits are included in the compensation package?

The compensation package includes comprehensive benefits such as medical, dental, and vision insurance coverage for employees and their loved ones, along with generous time off and parental leave policies.

Does Pigment encourage creativity in the workplace?

Yes, Pigment believes in being efficient through creativity, encouraging team members to think outside the box and seek innovative solutions to problems.

What is the company’s stance on diversity and inclusion?

Pigment is committed to creating an inclusive workplace, where diversity is seen as a strength and all qualified applicants receive equal consideration for employment, regardless of their characteristics.

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Pigment

Pigment. Business strategy in real time.

Technology
Industry
51-200
Employees
2019
Founded Year

Mission & Purpose

At Pigment, we’re on a mission to help business teams plan, make decisions and adapt to change. We do this by bringing together people, data and processes into an intuitive, adaptable, integrated platform, so that teams can quickly build trusted strategic and operational business plans. With Pigment, they can drive growth, react to change and future-proof their business. Industry-leading companies like Klarna, Figma, Airtable, PVH and Webhelp trust Pigment every day, allowing them to make confident and accurate decisions.