Product Support Specialist

ICwhatUC - AR Video for Enterprise; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job description

ICwhatUC has an employee stock option plan – one of the perks of joining a company as one of its foundational team members! Stock options are built directly into our compensation plan and are offered as a bonus when we hit collective company goals.

Unlimited vacation

ICwhatUC offers unlimited vacation to give our team the opportunity to rest and recharge without thinking about a 'vacation bank'. We take a minimum of two weeks off per year, and we are empowered to take more than that as long as we make sure to balance it with our workload.

At ICwhatUC, you're empowered to work wherever you want. We work asynchronous-first, with the goal of reducing company-wide meetings and empowering our team to choose the working hours that serve them best. Some customer-facing jobs may require a specific time zone and working hours.

All full-time ICwhatUC team members have access to our employer-paid comprehensive benefits plan. We also offer stipends for mobile phones, digital wellness, and remote work setup.

Who we are

At ICwhatUC, we’re on a mission to create the world's best real-time and self-serve experiences. Have you ever felt like you could fix a simple problem at home or on a job if you only had the right expertise to help you along? Us too. We’re a SaaS company backed by one of North America’s most successful seed stage investors, and we are keying up for a year of explosive growth. If you are looking for a hockey stick growth curve, you’ve found it. We are a Google Accelerator alumnus and we have key partnerships in place with AT&T and Masco. Our company is headquartered in Calgary and our team is spread across Canada’s major cities. As a company that challenges our customers to think differently about the way they do things, we approach our work differently, too. We respect and trust our team – our asynchronous culture allows our team to build their schedule around their life, not the other way around.

About the job

We’re looking for an experienced and personable Customer Engineer to be the main technical point of contact for our enterprise customers. Are you detail and results-oriented, and highly organized? This might be the role for you.

What you’ll be doing

• Develop and maintain project plans that outline key project milestones and deliverables, and clearly define deployment success criteria for the customer.
• Serve as the main point of contact for customers throughout the technical phases of the onboarding and manage projects through to completion.
• Handle cases (queries, issues, requests) raised by customers and respond to their case in a timely manner.
• Triage or root cause issues by analyzing logs and reproducing issues.
• Lead go-live activities, observing results, providing recommendations and adjusting flexible product configuration as needed.
• Provide training to Customer and Internal team members.
• Gather new requirements from customer and perform feature feasibility studies. Raise feature requests and provide all details to meet the customer requirements.
• Understand all aspects of our standard CRM and Scheduling integrations.
• Design and document functional and technical requirements and help scope projects by understanding timelines and work involved.
• Collaborate with cross-functional team members to solve complex issues.
• Escalate technical issues to an appropriate party (e.g., project lead, colleagues).
• Provide regular written and verbal status on current issues with leads.
• Network with colleagues within your domain to gain insight, ideas, and connections.
• Create and publish customer-facing technical documents.
• Provide L1 and L2 customer support through various channels.

Your background

• A post-secondary education is required.
• 2+ years of relevant work experience related to project management, implementation, customer success, or customer support.
• Candidate should be detail-oriented, strongly analytic, highly organized, and results-oriented.
• Strong communication skills (written and verbal), ability to work with teams across multiple disciplines and multiple time zones.
• Knowledge of Web2.0 (HTML, CSS, JavaScript).
• Preferred experience in video/WebRTC/telecom.
• Experience implementing and supporting solutions in SaaS environments.
• Project management skills including the creation of project plans, managing expectations, and defining milestones and deliverables.
• Proficiency with various applications such as Google Workspace, MS Office, Project Management Software (e.g., Trello, Asana, Jira, etc.), Salesforce, SAP, and other CRM tools.
• Experience, interest, and/or knowledge of the building product and utility industries would be considered a major asset.
• Ability to communicate in French or other languages would be considered an asset.

Benefits

• Competitive salary.
• Work from anywhere (as long as it’s in the Pacific or Mountain time zones).
• Unlimited vacation policy.
• Full medical coverage.
• Company-issued laptop, equipment.
• Wellness spending allowance and phone stipend.
• Employee stock option plan.

Together we're building a culture that embraces diversity and learning, humility, and excellence. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities, and perspectives. If you require an accommodation please contact [e-mail].