MemberNova Hiring for Software Product Specialist at Remote Full Time

MemberNova is the award-winning company behind the ClubRunner membership product for the non-profit and small to medium sized association market. Our solutions range from content management systems, to communication tools, event management, and more. We pride ourselves on using the best technology available to deliver great solutions backed by an exceptional customer experience.

We are on a mission to help membership organizations thrive with purpose-built software. We are looking for motivated and passionate people with a diverse range of talents to join our team as we embark on a new phase of growth.

We are looking for motivated and innovative people to join our Customer Success team. As a Product Specialist, you will be on the front lines with our customers, responsible for ensuring a smooth product delivery and customer experience through excellent technical support. You’ll drive adoption of the product by understanding their organizations, learning about their goals, pain points, and guiding them along the way so they can achieve the best possible outcome using our products. Acting as the customer advocate internally, you’ll relay critical feedback to the product team, identify opportunities for improvement, and help retain happy customers.

You’re an ideal candidate if you are product-savvy and very comfortable with technology and can quickly learn how to use new tools. You’re familiar with HTML and web design principles, can easily learn a new software suite and become an expert on how to use it. You’re smart, self-directed, empathetic, high-energy and passionate about helping our customers.
DAY TO DAY RESPONSIBILITIES

• Respond to incoming customer tickets and calls
• Answer all product-related questions promptly
• Troubleshoot customer issues and research solutions
• Document, replicate, and submit any reported defects and bugs to the development team
• Foster strong customer relationships and guide potential and new customers through the adoption of the product via phone consultation, one-on-one training, and follow-up
• Provide training and demonstrations to customers through online webinars
• Assist in the production of training materials, help guides, video tutorials and other external documentation
• Maintain expertise in product in order to provide technically accurate solutions to customers and prospects
• Provide feedback and log requests for new features via tracking system
• Perform user acceptance testing within our software development lifecycle
• Conduct market research, analyze trends, perform product demonstrations, and offering recommendations to the team
• Plan and assist with new product releases and events
• Additional duties as required

KNOWLEDGE, SKILLS, AND EXPERIENCE

• 1+ year experience supporting a software-based product/service
• 3+ years of experience in customer service
• Post-secondary education or training in technical field is not required, but an asset
• Strong grasp of website design principles such as HTML and CSS, and understanding of website concepts such as domains, hosting, and browser support
• Strong communication (both written and verbal)
• Active interest and passion in technological trends
• Solid time-management skills to handle multiple projects and meet deadlines
• Strong analytical and technical skills
• Ability to work well in a remote team environment

ACCESSIBILITY AND INCLUSION

As part of our commitment to inclusivity, diversity, equity and accessibility, our goal is a workforce that reflects the communities we serve. We welcome all qualified applicants to apply, including individuals with disabilities, those who identify as Black, Indigenous or persons of colour, members of the LGBTQ2S+ community and others.

We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. We are happy to honour accommodations at any part of the recruitment process and invite you to let us know how to help.

Job Type: Full-time

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Work from home