Product Support Specialist

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in Canada.
• This role offers an opportunity for an experienced electrical or mechanical estimator to transition into the technology sector while leveraging valuable industry knowledge.
• You will support customers using innovative cloud-based software designed to improve workflows within the construction industry.
• The position combines technical problem-solving, customer education, and relationship-building in a collaborative remote environment.
• You will help users maximize the value of digital tools by providing guidance, training, and responsive support.
• Working with customers across North America and internationally, you will play an important role in improving user experiences and product adoption.
• This opportunity is ideal for someone who enjoys helping others, learning new technologies, and making a direct impact in a growing SaaS environment.

Accountabilities

• Respond to customer support requests from users across North America and international markets in a professional, efficient, and customer-focused manner.
• Provide onboarding sessions and product training for new customers using established training materials and processes.
• Develop a deep understanding of the software platform to help users maximize available features and capabilities.
• Use electrical or mechanical estimating knowledge to understand customer needs and provide relevant guidance.
• Translate technical concepts into clear, accessible explanations for users with different levels of technical expertise.
• Follow documented support processes to ensure consistent handling of customer inquiries and issue resolution.
• Maintain strong response times and deliver timely assistance to customers.
• Accurately document support conversations, customer feedback, and issue details.
• Collaborate with internal teams to share insights, improve customer experiences, and support product development.
• Participate in team meetings, training sessions, and knowledge-sharing activities within a remote environment.

Requirements

• 2+ years of experience as an electrical or mechanical estimator, or experience in customer support or technical roles within the electrical, mechanical, or construction industries.
• Strong interest in technology and motivation to develop a career in software and SaaS solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and confidently.
• Customer-focused mindset with a passion for helping users succeed.
• Strong attention to detail and ability to consistently follow established processes.
• Excellent organizational and time management skills, with the ability to manage multiple customer requests effectively.
• Confidence delivering customer training, demonstrations, or presentations, or willingness to develop these skills.
• Ability to work independently in a fully remote environment while collaborating effectively with a global team.
• Positive attitude, strong work ethic, and commitment to achieving individual and team goals.
• Flexibility to work schedules that overlap with customer support hours in Canada and the United States.
• Reliable computer equipment, stable high-speed internet connection, professional headset, and a suitable private workspace.
• Experience with estimating or takeoff software such as Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms is an asset.
• Previous experience with customer support, technical support, onboarding, help desk, or software training is an asset.
• Familiarity with CRM or support platforms such as HubSpot, Zendesk, Intercom, or similar tools is an asset.
• Experience delivering virtual customer training sessions and knowledge of SaaS products are considered advantages.

Benefits

• Fully remote work opportunity with support for collaboration across global teams.
• Comprehensive product and customer support training to help you succeed in the role.
• Coaching and guidance from experienced product specialists.
• Clear processes, structured resources, and tools designed to support your day-to-day work.
• Opportunity to transition into the technology sector while applying valuable industry expertise.
• Exposure to innovative cloud-based software solutions transforming construction workflows.
• Collaborative environment where employees are encouraged to share ideas and contribute to improvements.
• Opportunity to make a direct impact on customer success and product adoption.
• Dynamic workplace combining the stability of an established product with the energy of a growing technology company.