Product Support Specialist

Product Support Specialist

Viv Technologies

At Viv Technologies, we’re passionate about the power of digital transformation done right. That means continuously improving our home care software platform, built specifically for multi-site home care operators. We’re proud to support some of North America’s biggest home care operators. Together, we help tens of thousands of clients safely age in the comfort of their homes.

Position Summary

The Product Support Specialist is responsible for investigating and recreating issue reports, assisting the Implementation Team with customer support, and diagnosing issues. The role acts as the first-line of debugging and problem-solving for both internal and external stakeholders. This role is essential to ensuring that our customers can run their operations smoothly and are satisfied with their experience, and that product quality is maintained and improved.

The Product Support Specialist will have the opportunity to interact with cross-functional teams and learn about many different aspects of product and IT management.

This role is based in Toronto.

Though we're currently working remotely, we're only considering candidates who reside in or are in easy reach of the GTA.

What You’ll Be Doing

Take ownership of customer issues driving them from initial communication, through investigation to eventual resolution with various priorities in order to meet SLAs

Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help our customers and end users

Work directly with a small, agile, cross functional team including engineers

Debug errors within customers' integrations

Escalate inquiries to senior technical support or software engineers accordingly

Provide feedback to the Product Team on what features or enhancements may improve the product

What You Bring

1 year of relevant work and/or co-op experience

Bachelor's Degree in Information Technology, Computer Engineering, or related equivalent experience preferred

Experience with service desk management experience is strongly preferred

Experience in IT/technical support is strongly preferred

Detail and results-oriented, self-motivated and persistent

Excellent interpersonal and communication (verbal and written) skills

Demonstrated analytical, problem-solving and decision-making skills

You enjoy a challenge, are curious and love innovating new things, are passionate about finding solutions, take ownership, and are a team player

What We Offer

Competitive salary and benefits

A great corporate culture that works with your lifestyle

A chance to work with a strong team that values the opinions of every member

Opportunities to be mentored and grow your skills

We embrace the uniqueness and perspectives of the community of people who work here and our clients. Fostering an environment that reflects and supports diversity, equity, and inclusion is one important way in which we do this

We welcome candidates with disabilities. Related questions/requests may be sent to [email protected].