Product Support Specialist

Accountabilities: Respond to customer support requests from users across North America and international markets in a professional, efficient, and customer-focused manner.

Provide onboarding sessions and product training for new customers using established training materials and processes.

Develop a deep understanding of the software platform to help users maximize available features and capabilities.

Use electrical or mechanical estimating knowledge to understand customer needs and provide relevant guidance.

Translate technical concepts into clear, accessible explanations for users with different levels of technical expertise.

Follow documented support processes to ensure consistent handling of customer inquiries and issue resolution.

Maintain strong response times and deliver timely assistance to customers.

Accurately document support conversations, customer feedback, and issue details.

Collaborate with internal teams to share insights, improve customer experiences, and support product development.

Participate in team meetings, training sessions, and knowledge-sharing activities within a remote environment.

Requirements:

2+ years of experience as an electrical or mechanical estimator, or experience in customer support or technical roles within the electrical, mechanical, or construction industries.

Strong interest in technology and motivation to develop a career in software and SaaS solutions.

Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and confidently.

Customer-focused mindset with a passion for helping users succeed.

Strong attention to detail and ability to consistently follow established processes.

Excellent organizational and time management skills, with the ability to manage multiple customer requests effectively.

Confidence delivering customer training, demonstrations, or presentations, or willingness to develop these skills.

Ability to work independently in a fully remote environment while collaborating effectively with a global team.

Positive attitude, strong work ethic, and commitment to achieving individual and team goals.

Flexibility to work schedules that overlap with customer support hours in Canada and the United States.

Reliable computer equipment, stable high-speed internet connection, professional headset, and a suitable private workspace.

Experience with estimating or takeoff software such as Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms is an asset.

Previous experience with customer support, technical support, onboarding, help desk, or software training is an asset.

Familiarity with CRM or support platforms such as HubSpot, Zendesk, Intercom, or similar tools is an asset.

Experience delivering virtual customer training sessions and knowledge of SaaS products are considered advantages.

Benefits:

Fully remote work opportunity with support for collaboration across global teams.

Comprehensive product and customer support training to help you succeed in the role.

Coaching and guidance from experienced product specialists.

Clear processes, structured resources, and tools designed to support your day-to-day work.

Opportunity to transition into the technology sector while applying valuable industry expertise.

Exposure to innovative cloud-based software solutions transforming construction workflows.

Collaborative environment where employees are encouraged to share ideas and contribute to improvements.

Opportunity to make a direct impact on customer success and product adoption.

Dynamic workplace combining the stability of an established product with the energy of a growing technology company.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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