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Product Support Specialist

Toronto, ON | Full Time | Remote
18 Days Ago

Job Description

Product Support Specialists at Affirm provide fast and reliable service to our merchant business partners. This role is at the front line of our merchant support experience, and you will be responsible for ensuring that any technical or operational issues our merchants have are quickly resolved. You will become a product and payments expert, viewed by our clients as a trusted partner from whom they can optimally get quick and accurate information. You will work cross-functionally with Affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale!

What you'll do

  • Support Affirm’s merchant partners: E-Commerce retailers which use various platforms
  • Apply various troubleshooting techniques to resolve complicated technical or configuration issues
  • Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
  • Effectively navigate multiple customer inquiries simultaneously, with appropriate prioritization
  • Build scalable support processes and engage with feedback to streamline workflows
  • Drive merchant partner communication and outreach about new features and improvements
  • Aggregate feature requests based on merchant partner feedback to guide future product planning

What we look for

  • 2 years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
  • Ability to handle a high volume of requests with efficiency and empathy
  • A passion for providing best-in-class support to our merchants
  • Ability to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to create relationships
  • An interest in understanding complicated technical systems and concepts
  • A record of taking ownership for owning projects through completion and adapting completed projects as needs change
  • Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated
  • Level commensurate on experience 
  • Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts preferred but not required
  • Comfort working with logs and formatted data to troubleshoot issues
  • Level commensurate upon experience

Location - Remote Canada

#LI-Remote

Skills for Product Support Specialist

The job skills required for Product Support Specialist include Futures, Insight, Prioritization etc. Having related job skills and expertise will give you an advantage when applying to be a Product Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Product Support Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Product Support Specialist

The following is the career advancement route for Product Support Specialist positions, which can be used as a reference in future career path planning. As a Product Support Specialist, it can be promoted into senior positions as a Sales Rep Bio Medical Equip and Supplies that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Product Support Specialist. You can explore the career advancement for a Product Support Specialist below and select your interested title to get hiring information.

How to Become a Product Support Specialist

If you are interested in becoming a Product Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Product Support Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Product Support Specialist

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Step 2 Knowing the best tips for becoming a Product Support Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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