Product Support Specialist - Toronto

What you'll do

• Provide Expert Assistance: serve at the primary point of contact for customers seeking help, or raising product issues through our ticketing portal
• Problem Solve: Diagnose, replicate, and resolve product issues working closely with our engineering team.
• Educate our Customers: Work closely with our customers, and our education teams, highlighting gaps and helping to upskill our customers to better use Pigment.
• Develop Processes: You will work closely with cross-functional partners to grow and build the team, while being an active member of it.
• Be the Voice of the Customer: Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs.
• Provide Outstanding Service: Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and help contribute to a multi-award winning support team, recognised for its best in industry customer service.
• Proactively Monitor Customer Health: Work with our engineering and customer success teams to manage customer instances, and fix problems before they are noticed.
• Continuously Learn and Develop Yourself: As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organization, allowing you to shape your career.

Who you are

• You have a “can-do” attitude: you’re hands-on and a go-getter.
• You have excellent written and interpersonal skills.
• You have general technical know-how and an affinity for learning new software.
• You proactively communicate issues and FYIs so the team stays informed.
• You would describe yourself as independent, empathetic, and accountable.
• You have strong project management skills and ability to deliver on time. 
• You prioritize and pride yourself on providing great customer service.
• Comfortable working in a global, fast-paced environment as part of an international team.
• You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
• You speak English to a professional proficiency.
• You are able to work from the Toronto office at least 3 days a week.

Helpful

• Knowing a thing or two about spreadsheets or business planning is beneficial.
• You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.
• Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
• An additional language is also great.

What we offer

• Competitive compensation package
• Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones
• We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment to do your work in the best conditions

How we work

• Pigment Values;
• Thrive Together:  We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day.  Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment


Team Values;
We believe in the following values, which guide our every action and decision:


• We have fun while being serious - This means that while being focused and dedicated to a task, we can still enjoy the process and have a good time.
• We Support each other as much as we support our customers - This means that we prioritize not only providing excellent customer service, but also supporting each other as team members. We want to create a work environment where everyone feels valued and appreciated.
• We aren’t blockers - This means that we actively seek to remove any obstacles that may hinder progress. We are always looking for ways to streamline processes and improve efficiency.
• We are whole selves - This means that we bring our whole selves to work, including our unique backgrounds, experiences, and perspectives. We value diversity and believe that it makes our team stronger.
• We are efficient through creativity - This means that we are always looking for innovative solutions to problems. We believe that creativity leads to efficiency, and we encourage everyone on the team to think outside the box.