Customer Product Support Specialist (EN/ES/FR)

Your main responsibilities will be:

Customer Onboarding & Transition to Support:

• Serve as the primary point of contact for customers transitioning from implementation to ongoing support, ensuring a seamless handoff and positive experience.
• Build and maintain strong relationships across multiple customer accounts, understanding their unique configurations, workflows, and business needs.
• Conduct onboarding sessions to familiarize customers with support processes, ticket submission best practices, and available self-service resources.
• Collaborate with implementation teams to capture key technical details, known issues, and customer-specific configurations needed for effective ongoing support.

Ticket Management & Triage:

• Own the end-to-end ticket management process in Jira, from intake and categorization through resolution and closure.
• Triage incoming support requests by assessing severity, business impact, and urgency to ensure proper prioritization and routing.
• Leverage AI-powered tools to assist with ticket categorization, surface similar past issues, and accelerate initial diagnostics.
• Perform functional troubleshooting and investigation of reported issues, including reproducing problems, gathering logs, and identifying root causes where possible.
• Manage ticket queues across multiple customers, ensuring adherence to SLAs and timely follow-up on all open items.
• Escalate complex or technical issues to internal teams with thorough documentation, reproduction steps, and business context.
• Track trends in support tickets to identify recurring issues and proactively recommend fixes or process improvements.

Ongoing Customer Support:

• Provide day-to-day SaaS application support, assisting customers with configuration questions, functional issues, and general inquiries.
• Deliver support in English and French (Spanish is a major plus), ensuring clear and professional communication across a diverse customer base.
• Use AI assistants to help draft responses, summarize ticket histories, and surface relevant knowledge base articles for faster resolution.
• Monitor system health and proactively communicate with customers regarding known issues, maintenance windows, and release updates.
• Coordinate with development and product teams to communicate customer feedback, feature requests, and bug reports.

Documentation & Knowledge Management:

• Create and maintain support documentation including troubleshooting guides, FAQs, and knowledge base articles, using AI tools to help generate and keep content current.
• Document customer-specific configurations, workarounds, and known issues for internal reference.
• Contribute to the development of training materials and onboarding resources for both customers and internal team members.
• Ensure knowledge transfer across the support team to maintain consistent service quality.

Continuous Improvement:

• Continuously review and optimize the ticket management and support processes, identifying opportunities for increased efficiency and customer satisfaction.
• Use AI-driven analytics to identify ticket trends, spot recurring issues, and inform process improvements.
• Collect and document feedback from customers, working with internal teams to improve support workflows and product quality.
• Collaborate closely with implementation, development, and product teams to share lessons learned and contribute to the evolution of the support strategy.
• Identify opportunities for proactive support and customer success initiatives that reduce ticket volume and improve the overall customer experience.

• 3–5 years of experience in a SaaS customer support or technical support role is preferred.
• Demonstrated experience with ticket management and triage processes in a support environment.
• Fluency in English and French is required; Spanish is a major plus.
• Hands-on experience with Jira, HubSpot as plus, other ticket solutions preferred.
• Microsoft 365; comfort learning new tools quickly.
• Comfortable working with AI-powered tools and eager to adopt new technologies that improve support efficiency.
• Experience in the Workforce Management (WFM) space is a plus but not required.
• Strong communication, organizational, and problem-solving skills with the ability to manage multiple customer accounts simultaneously.
• Client-focused mindset with empathy, patience, and a commitment to delivering excellent customer experiences.