Product Support Specialist (Future Opportunities)

Join Jobber as a Product Support Specialist, where you'll be the foundation of our success. In this dynamic, fast-paced contact center environment, you'll assist our hundreds of thousands of users through live chat, phone, or email. Your role will directly impact the lives of entrepreneurs who rely on Jobber to run their businesses. You'll troubleshoot issues, maintain high productivity, and be a liaison for customer feedback. If you're empathetic, tech-savvy, reliable, and resilient, we want you on our team.

• Respond to inquiries from new and existing customers through live chat, phone, or email, providing assistance with features, functionality, and custom workflows.
• Troubleshoot issues or problem-solve questions that customers may have about a feature, bug, or workflow, ensuring high channel productivity across different mediums.
• Act as a liaison for customer feedback to product and technical teams, building a knowledge base of FAQs and documenting all feedback and recommendations from customers.

• Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
• Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them
• Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software
• Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
• Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
• Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
• Have 1 year of contact centre experience, preferred
• Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
• Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service