Technical Support Specialist

2 days ago

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MaintainX

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MaintainX is the world-leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT-enabled cloud-based tool for maintenance, safety, and operations on equipment and facilities.

51 - 200 employees

📋 Description

• Respond promptly and accurately to customer support inquiries through email and chat. • Assist customers via calls when necessary to troubleshoot and resolve issues. • Provide clear guidance on product features and functionality to customers. • Triage, document, and escalate product bugs using Jira to Engineering and Product teams. • Suggest practical work-around solutions when the product doesn't fully meet customer needs. • Document product feature requests and trends to share insights with the Product team. • Coordinate meetings between customers and sales representatives when pricing or additional consultation is required. • Get on calls to better understand customer needs or concerns on the case to help solve issues at root. • Manage and prioritize incoming support tickets and customer inquiries. • Contribute to self-service resources by creating knowledge base articles and standard response templates. • Follow up on existing support tickets when product updates address previously reported customer concerns.

🎯 Requirements

• 1–3 years of experience in customer support experience in a SaaS or B2B environment • Good proficiency with Excel. • Familiarity with customer support/help desk ticketing software (Zendesk, Intercom, or similar platforms). • Effective written and verbal communication skills. • Organized, detail-oriented, and capable of managing multiple tasks simultaneously. • Ability to learn new technologies quickly and adapt to evolving processes. • Previous exposure to SaaS products is beneficial. • Basic familiarity with tools such as Jira, Notion, Zoom, Salesforce, and G-Suite. • Experience with API tools (e.g., Postman, Insomnia) or API concepts (RESTful or SOAP) is a plus. • French and/or Spanish language skills are an asset. • Bachelor's degree or equivalent experience.

🏖️ Benefits

• Competitive salary and meaningful equity opportunities. • Healthcare, dental, and vision coverage. • 401(k) / RRSP enrollment program. • Take what you need PTO. • A Work Culture where: • You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist. • We believe in meritocracy, where ideas and effort are publicly celebrated.