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1 month ago

Job Summary

When you join the Product Support Team you become part of the Firmex family. We have a thorough onboarding process that will teach you the ins and outs of our product, the potential pain points our clients may be facing and how to ensure they have the best user experience possible. Don’t worry if you haven’t worked in a tech environment before; the team is an amazingly talented group of people who are there to support you throughout your onboarding process and beyond.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

As a Product Support Expert, you will:
  • Provide top-notch client service via telephone and email; you'll be a part of an award-winning customer service team!
  • Handle professional service requests; sometimes our clients require hard copies of their data for their records.
  • Be detail-oriented and curious; asking great questions & showing initiative leads to continuous learning opportunities here at Firmex.
  • Advise our technical development team of possible bugs & client product requests; you’ll help us make data-driven decisions to drive our business forward.
  • Participate in our work from home on-call rotation; you will be compensated for your additional efforts in providing our clients with the 24/7 service they depend on.
What you'll need to be successful as a Product Support Expert:
  • Love helping others through active listening, problem-solving and empathetic interactions.  
  • Are technologically literate and enjoy learning about new software.
  • Exercise excellent written and verbal communication skills.
  • Ability to multitask and are highly organized.
  • Like to take initiative and demonstrate analytical decision-making skills.

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