Senior Product Support Analyst

Sage Recruiting; Markham; On-site; CAD 65,000 - 75,000; Full time

Job summary

An established industry player is seeking a Senior Product Support Analyst to enhance their customer support team. This role is perfect for a dedicated professional who excels in troubleshooting web-based products and services. You will be the go-to expert for resolving client issues, optimizing support processes, and mentoring junior team members. With a focus on career growth and technical challenges, this position offers a dynamic environment where your contributions will directly impact client satisfaction. If you're ready to take on an exciting challenge in technical support, this opportunity is for you!

Benefits

Competitive salary

Career growth opportunities

Dynamic work environment

Business casual dress code

Qualifications

• 5+ years in customer service, ideally in SaaS or web-based products.
• Strong troubleshooting skills in Windows, iOS, and Android.

Responsibilities

• Serve as a technical expert for web-related support inquiries.
• Troubleshoot and resolve complex client issues promptly.
• Act as a liaison between clients and internal teams.

Skills

Customer Service

Technical Troubleshooting

Communication Skills

Organizational Skills

Tools

HTML

Content Management Systems (CMS)

Windows

iOS

Android

Job description

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This range is provided by Sage Recruiting. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$65,000.00/yr - CA$75,000.00/yr

We are looking for a Senior Product Support Analyst – Web to join a leading provider of SaaS solutions that power businesses across North America. This role is ideal for a customer-focused professional with experience supporting web-based products and services.

As a key member of the Support Team in a rapidly growing organization, you will be responsible for handling escalated client issues, troubleshooting complex technical challenges, and optimizing support processes. This is a full-time opportunity for someone who thrives in a fast-paced, client-centric environment.

Are you looking for a role that offers career growth, technical challenges, and an opportunity to make a real impact? If so, we’d love to hear from you!

What You’ll Be Doing:

1. Serve as a technical expert for web-related support inquiries.
2. Troubleshoot and resolve complex client issues in a timely manner.
3. Act as a liaison between clients and internal teams, ensuring clear communication and resolution of technical concerns.
4. Provide guidance and mentorship to junior support team members.
5. Assist in managing support queues, emails, and call escalations to ensure prompt response times.
6. Collaborate with internal departments to streamline support processes and improve efficiency.
7. Maintain and update client-facing support documentation.
8. Participate in on-call support rotations for emergency issues.
9. Contribute to continuous learning initiatives, staying up to date with industry trends and company products.

What We’re Looking For:

1. 5+ years of experience in customer service, preferably in a SaaS or web-based product environment.
2. Strong technical troubleshooting skills, particularly in Windows, iOS, and Android environments.
3. Experience with HTML, Content Management Systems (CMS), and mobile application support is an asset.
4. Background in web reservations, online ordering applications, or similar platforms is preferred.
5. Excellent organizational skills and ability to prioritize tasks efficiently.
6. Strong verbal and written communication skills, with a customer-first mindset.
7. Ability to work independently and collaboratively in a fast-paced setting.
8. Comfortable working varied shifts between 8 AM – 8 PM EST, including participation in a pager rotation for emergency support on weekends.

Nice to Have:

1. Experience in hospitality, golf clubs, or related industries.
2. Exposure to software support in a SaaS environment.

What We Offer:

1. Competitive salary: $65,000 – $75,000 + Bonus
2. Career growth opportunities within a growing company
3. A dynamic and collaborative work environment
4. Great business casual working environment

This is an exciting opportunity for someone passionate about technical support, customer service, and web-based solutions. If you’re looking for a challenging and rewarding role, apply today!