Product Support Specialist
| Company | PatSnap |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 2+ years in a customer-facing role
- Life Sciences (Biology, Chemistry, BSc) education background or industry knowledge is required
- A dedication to problem-solving
- Great at answering questions with a customer-centric approach
- A passion for educating, explaining, and demystifying complex topics
- An agile mindset which can handle curveball questions and quickly changing scenarios
- Comfortable with thinking on the spot when dealing with urgent requests
- A willingness to receive and implement feedback and continually grow
Responsibilities
- Answer questions based on a Ticketing system (Zendesk) in a timely manner aligned with OKR requirements
- Create and manage technical learning documentation for all product modules
- Create and manage technical documentation for the Life Science platforms
- Become a ‘product champion’ with absolute knowledge of the Patsnap tools
- Proactively collect, analyse, and share customer feedback with colleagues in the sales team and with the product development team
- Continuously build and maintain high levels of specialization in the IP and patent intelligence market
Preferred Qualifications
- Knowledge of API and SSO is not required but would be beneficial