Product Support Specialist (18 Month Maternity Leave Cover)

Mediafly; Canada; Remote; CAD 50,000 - 75,000; Full time

Job summary

A leading revenue enablement platform company is looking for a Product Support Specialist to assist customers in using their solutions effectively. In this remote role, you'll troubleshoot technical issues, manage customer communications, and collaborate with teams to ensure a seamless product experience. Ideal candidates will have over 2 years in customer support and strong communication skills.

Benefits

Flexible work hours

Collaborative team environment

Recognition as a best place to work

Qualifications

• 2+ years of experience as a Product or Technical Customer Support Specialist.
• Ability to work independently and manage multiple initiatives.
• Strong written and verbal communication skills.

Responsibilities

• Manage incoming customer inquiries and provide troubleshooting support.
• Configure Mediafly’s settings based on customer needs.
• Collaborate with teams to escalate technical issues.

Skills

Product Support

Technical troubleshooting

Customer communication

Analytical capabilities

Time management

Tools

Zendesk

Salesforce

Jira

Job description

Overview

Who we are: Mediafly is the leading revenue enablement platform market-facing teams use to plan, predict, coach, and engage at the highest levels. Our unified suite of solutions create immersive buyer experiences; enable sellers to lead with value, allow managers to scale coaching, and empower leaders to forecast with confidence. In today’s unpredictable market, Mediafly is the key to delivering predictable efficient growth.

Read this first (optional, but encouraged depending on the role): Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. If you think you have what it takes, but don\'t necessarily meet every single point on the job description, please apply. We\'d love to have a chat to see what skills/experiences you are able to bring to this team.

Product Support Specialist is responsible for enabling our customers to use Mediafly’s suite of solutions successfully by assisting them with configuration and support. The Product Support Specialist is a center of knowledge, using their troubleshooting skills, communication abilities, and business acumen to act as extraordinary Mediafly users. They are devoted & knowledgeable partners to customers, helping them make the most of the product.

Responsibilities

• Promptly manage incoming customer inquiries, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
• Manage the resolution and communication to end-users and ensure all tickets are properly logged and resolved in a timely manner.
• Maintain a detailed understanding of the Mediafly product solutions, both from a business use case perspective AND a technical perspective. Use that knowledge to troubleshoot questions from clients about their data, identify issues, and provide advice.
• Drive successful product experience by identifying and recording bugs and feature requests, and managing resulting customer communication.
• Configure Mediafly’s settings and reporting areas to customer specifications.
• Collaborate closely with cross-functional teams to escalate high-severity or recurring technical issues and influence product improvements.
• Manage the ongoing technical health of the customer; i.e. resolve API errors within client portals, portal activations/deactivations, proactively reach out to customers if there are connectivity, integration, or user errors, etc.
• Manage communication with customers by email or scheduled call, and provide the highest level of support and customer satisfaction by offering technical troubleshooting, configuration advice, and business use case advice.
• Performs other duties and assignments as requested to support the technical service function.

We would love to work with you if you have

• 2+ years of professional experience as a Product or Technical Customer Support Specialist.
• Strong sense of personal ownership and responsibility.
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.
• Ability to translate complex technical ideas into simple, easy to understand content.
• Demonstrated ability to manage complex, technical multi-step resolutions involving API, data, or system integrations.
• Track record using customer support tools (e.g., Zendesk, Salesforce, Jira, etc.).
• Strong written and verbal communication skills, both internally and externally.
• Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities.
• Extremely effective time and task management, detail-oriented, organized, and a good team player.

Location and Work Setup

This is a 100% remote position with a collaborative team that values flexibility and trust. We use modern communication and collaboration tools to stay connected and productive across time zones.

Ready to make an impact on a product that matters? Apply today and help us build the next generation of our platform!

Mediafly is an equal opportunity employer, which means we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome people of different backgrounds, experiences, abilities and perspectives and encourage all interested individuals to apply.

Thanks to our commitment to employee experience, Mediafly has been recognized as a Best Place to Work from Crain\'s, Inc. and BuiltIn.

Mediafly\'s HQ is based in Chicago, IL.