Senior Product Support Specialist

SOCi, Inc.; North Vancouver; Hybrid; CAD 60,000 - 82,000; Full time

Job summary

A leading technology company is seeking a Senior Product Support Specialist to enhance client satisfaction through expert-level support. The role encompasses troubleshooting, collaboration with cross-functional teams, and mentoring junior specialists. Candidates should possess strong technical skills, a relevant degree, and over 5 years of experience in a SaaS environment.

Benefits

Comprehensive Benefits Package

Flexible Work Environment

Empowering Career Growth and Success

Qualifications

• 5+ years of experience in product support or technical support.
• Strong technical troubleshooting skills.
• Excellent communication skills.

Responsibilities

• Provide advanced product support, troubleshooting complex issues.
• Collaborate with internal teams to diagnose product issues.
• Conduct training sessions and workshops for clients.

Skills

Technical troubleshooting

Customer support

Analytical skills

Interpersonal skills

Education

Bachelor’s degree in Information Technology, Computer Science, Business

Tools

Support ticketing systems

Customer relationship management (CRM) tools

Job description

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SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Product Support Specialist. The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively.

SOCi expects to pay a base salary in the range of $60,000 to $82,000 CAD base plus bonuses. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years. The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here!

How You’ll Make An Impact

• Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
• Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
• Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
• Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
• Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
• Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
• Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
• Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention
  
  

What You’ll Need To Be Successful

Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.

Must Have:

• 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
• Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
• Proven track record of delivering high-quality customer support and achieving client satisfaction.
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
• Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.
• Education:
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.
  

This position will remain open with applications due by July 17, 2025. This position is being hired on an urgent basis. The application window may close before July 17, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.

What SOCi Provides To You

• Comprehensive Benefits Package (full-time, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success
  
  

What’s Important At SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe!

Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E-Verify check to confirm your eligibility to work in the United States (if applicable).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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