We are looking to hire a Product Support Specialist for one of our clients in the healthcare industry, based in Canada. Our client is transforming the fertility space through innovative digital solutions. As part of this mission, we seek a Product Support Specialist to support clinics and customers in effectively utilising our products.

This role is focused on customer support, issue resolution, and product usability feedback. You will act as the bridge between end-users and the product/engineering teams, ensuring a smooth and positive experience for all stakeholders.

Responsibilities:

• Handle customer support requests (via Zendesk, Jira, or other tools), providing timely responses and resolutions.
• Guide customers through technical and functional issues with clear, simple communication.
• Escalate product bugs or technical concerns to the engineering team, ensuring proper follow-up and tracking.
• Collaborate with product, QA, design, and DevOps teams to communicate field issues and improvement suggestions.
• Maintain and update internal documentation, FAQs, and knowledge bases to reduce repetitive queries.
• Support onboarding and training sessions for clinics and new users.
• Monitor and report recurring issues, providing insights for continuous improvement.
• Contribute to sprint ceremonies by sharing support insights and customer feedback.

Must Haves:

• 1-2 years of experience in SaaS product support or customer-facing roles.
• Bachelor's degree (Computer Science, Information Systems, or related field) or equivalent work experience.
• Strong communication skills with excellent English (written and spoken).
• Ability to troubleshoot, problem-solve, and guide non-technical users through technical issues.
• Strong organisational skills, attention to detail, and an ownership mindset.
• Familiarity with Agile and SDLC practices.
• Ability to manage multiple tickets/tasks at once without compromising quality.

Nice to Have (Optional Skills)

• Knowledge of tools like Postman, SQL basics, and monitoring dashboards (Sentry, CloudWatch).
• Experience with ticketing systems (e.g., Jira, Zendesk).
• Basic knowledge of cloud-based products and integrations.
• Flexibility to work across teams and adapt quickly to new tools/processes.

Other Details

• Work Days: Monday Friday
• Timings: 11:00 AM 8:00 PM PKT (Night Shift)
• Location: Shaheed-e-Millat, Karachi (Remote after training period)