Product Support Jedi

We are Sprout Studio (www.GetSproutStudio.com).

We are a SaaS software company based in the Niagara region. We help thousands of photographers around the world run better businesses. We are a small team of 10 but work hard to make a difference in our customers' lives and businesses. We're looking to hire you as a Product Support Jedi and expand our customer-facing support team. You will help customers with technical problems and often interface with our development team to fix issues.

You are…

• Friendly, understanding and helpful
• Efficient and value getting right to the point
• Able to work with minimal supervision
• Thorough in your problem solving
• Rational, with a technical way of thinking
• Clear and concise in your written communication
• Passionate about using proper spelling and grammar (but you also love a good gif)
• Someone who gathers a great deal of knowledge before engaging in a dialogue on a topic

Your daily job tasks will include:

• Replying to customer chats and emails.
• Answering incoming support-related phone calls.
• Leading scheduled 1-on-1 calls with customers.
• Engagement with our community on social media.
• Documenting technical bugs and requested improvements.
• Writing help docs and recording videos.

In March 2023 our team transitioned to working remotely, full time. We will provide the successful candidate with what they need to work from home including, but not limited to, a computer and accessories as well as office furniture.

We currently offer customer support from 9 am - 5 pm, Monday to Friday. This candidate will have an overlapping schedule with our existing customer-facing support team, working Monday - Friday, 9 am - 5 pm.

At Sprout, we are committed to fostering an inclusive, accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects our customers' diversity and the communities in which we live and serve.

Job Type: Full-time

Salary: From $40,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Application question(s):

• Although we work from home, getting together regularly is an important part of our company culture. Are you willing and able to join us for monthly (at least), in person get togethers and meetings in Niagara, ON?

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (required)

Work Location: In person