Product Support Expert (Remote)

Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.  

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.  

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. 
• Ability to attend in person team-building sessions, company events and take part in additional support related duties at the Toronto Office.
• Exercise excellent written and verbal communication skills.
• Ability to multitask and are highly organized.
• Like to take initiative and demonstrate analytical decision-making skills.

*Note: The “Core Duties” is a summary of the duties that are essential to this role and is not an exhaustive list. Firmex reserves the right to add or amend duties as necessary.

At Firmex, we’re guided by our core values of respect and collaboration to create an equitable, diverse and inclusive environment where all employees and candidates alike can thrive. BIPOC, LGBTQIA2S+, women, people with disabilities, internationally trained professionals and historically disenfranchised groups are encouraged to apply. If you need any accommodations or adjustments throughout the interview process and beyond, we’ll be happy to assist you.