Product Support Specialist

Overview

This role is offered by a partner company seeking a Product Support Specialist based in Canada. The position is tailored for experienced electrical or mechanical estimators interested in transitioning into the tech industry by utilizing their sector knowledge. The role focuses on supporting users of innovative cloud-based software designed to enhance construction workflows, blending technical troubleshooting, customer education, and relationship development in a fully remote setup.

Key Responsibilities

• Respond professionally and efficiently to support inquiries from customers across North America and international markets.
• Conduct onboarding sessions and provide product training using established materials to new clients.
• Gain comprehensive knowledge of the software to assist users in leveraging all features effectively.
• Apply electrical or mechanical estimating expertise to understand customer requirements and offer relevant advice.
• Communicate technical information clearly to users with varying technical backgrounds.
• Adhere to documented support protocols to ensure consistency in addressing inquiries and resolving issues.
• Maintain prompt response times and deliver timely user assistance.
• Precisely document support interactions, customer feedback, and issue details.
• Collaborate with internal teams to exchange insights, enhance customer experiences, and aid product improvement initiatives.
• Engage in team meetings, training, and knowledge sharing within a remote work environment.

Required Qualifications and Skills

• Minimum two years of experience as an electrical or mechanical estimator, or equivalent experience in customer support or technical roles in electrical, mechanical, or construction fields.
• Strong enthusiasm for technology with a keen interest in developing a career in software and SaaS products.
• Excellent oral and written communication skills capable of explaining complex technical concepts clearly.
• A customer-centric approach with a strong desire to help users succeed.
• Meticulous attention to detail and the ability to consistently follow established protocols.
• Effective organization and time management skills to juggle multiple customer requests efficiently.
• Confidence or willingness to deliver customer training, presentations, and demonstrations.
• Ability to work independently remotely while collaborating effectively with a global team.
• Positive attitude, strong work ethic, and commitment to meet both individual and team objectives.
• Flexibility to work hours overlapping with customer support coverage in Canada and the US.
• Must have reliable computer equipment, stable high-speed internet, a professional headset, and a quiet workspace.
• Experience with estimating or takeoff software (e.g., Trimble, Bluebeam, Accubid, ConEst, McCormick) is beneficial.
• Prior experience in customer support, technical support, onboarding, help desk, or software training is advantageous.
• Familiarity with CRM and support platforms like HubSpot, Zendesk, or Intercom is a plus.
• Experience conducting virtual customer training and familiarity with SaaS products is also a benefit.

Benefits

• This is a fully remote position with opportunities for collaboration across global teams.
• Comprehensive onboarding and ongoing training tailored to product knowledge and customer support skills.
• Mentorship from experienced product specialists for professional development.
• Access to structured resources, clear processes, and tools supporting daily responsibilities.
• Chance to move into the tech sector while leveraging prior industry expertise.
• Work with cutting-edge cloud software transforming construction industry processes.
• A collaborative environment encouraging idea sharing and product enhancements.
• Direct contribution to customer success and increasing product adoption.
• Experience a dynamic work setting combining established product stability with growth-oriented technology company energy.