Product Support Specialist

Datarails; Toronto; Remote; USD 75,000 - 90,000; Full time

Job summary

Datarails is a leading FinTech firm seeking an experienced Product Support Specialist to join their remote team. This role involves taking ownership of complex customer issues, troubleshooting, and collaborating with multiple departments to ensure high customer satisfaction. The ideal candidate will have a background in SaaS support, strong communication skills, and advanced Excel knowledge.

Benefits

Extended health, vision, and dental through Manulife

RRSP with up to 4% match

Flexible, unlimited sick time and PTO

Parental leave policy

12 paid company holidays

Equity

Qualifications

• 2-4 years of experience in Product Support or Technical Customer Success in SaaS.
• Extensive experience troubleshooting advanced technical problems.
• Advanced experience in Excel functions.

Responsibilities

• Act as the point of contact for customer questions.
• Troubleshoot issues and provide follow-ups.
• Monitor incoming tickets and direct unresolved issues.

Skills

Troubleshooting

Customer Satisfaction

Communication

Proactive Mindset

Education

Bachelor's Degree or Equivalent Experience

Tools

Zendesk

Jira

Job description

Datarails is the financial planning and analysis platform that automates data consolidation, reporting, and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs, so all your data can be consolidated. Reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine.

We are a leading FinTech company with over $100 million in funding and have been awarded #1 most promising global startup by Globes and 65+ leading VCs, as well as best paying & mid-sized companies to work for in NYC by Built-In.

About The Role :

We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team.

As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience.

If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you!

This is a 100% remote position in the Eastern time zone in Canada.

What You'll Do :

• Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
• Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
• Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
• Expand and refine the company knowledge base to empower users to independently resolve issues.

What We Offer :

• Target salary is $75-90k USD annually, depending on skillset, years, relevance of experience, and location.
• A supportive, agile, and creative work environment with brilliant colleagues!
• Extended health, vision, and dental through Manulife (Manulife Gold plan)
• RRSP with up to 4% match
• Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
• Parental leave policy
• 12 paid company holidays
• Equity!

EEO Statement :

We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

• 2-4 years of experience in roles such as Product Support / Help Desk / Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
• Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
• A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
• Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
• Deep understanding of the software development life cycle and familiarity with Agile methodologies.
• Advanced experience inExcel functions (formulas, Vlookup, and Pivot Table).
• Excellent communication skills, both written and verbal, in English - a must.
• Experience with Zendesk and Jira or other support / project software - a plus.