Product Support Analyst
Montreal, Quebec, Canada
22d ago

About Plusgrade :

Plusgrade is the world leader in airline upgrade solutions. Plusgrade’s proprietary SaaS platform and program optimization strategies enable 60+ of the world’s leading airlines to maximize the value of their premium cabins and onboard amenities.

For the second consecutive year, Plusgrade has achieved the Deloitte Technology Fast 50™ list in Quebec. Plusgrade has its headquarters in downtown Montreal, with an additional office in New York City.

The Role

We are looking for curious problem solver to join our Product Management team as a Product Support Analyst. You will help us maintain and grow Plusgrade’s suite of ancillary merchandising products.

Responsibilities :

  • Be the point of contact for product questions and issues impacting our partners, go above and beyond to solve them
  • Investigate possible issues and enhancement opportunities, both those raised to you and identified by you, and contribute to building an internal knowledge base of common product support scenarios
  • Maintain communications while managing issues through to a resolution, and speak about technical issues in a way non technical contacts can understand
  • Collaborate with product owners, stakeholders and team members to assist with the definition of product requirements for new features and enhancements
  • Gain an understanding of our product suite to provide a rapid support response
  • Consult with our Partner Success team, who are the key contacts for each client account, to provide guidance and best practice on product features and functions
  • Gather and analyze data related to partner or product performance
  • Write reader-friendly product related documents, including business requirements, process flows, and product overviews
  • Successfully balance client expectations against timelines, priorities and resources
  • Work alongside our Product Managers to assist with any tasks related to our launches, innovations and partner enhancement roadmaps
  • Represent our products with enthusiasm and intelligence, and serve as an ambassador for Plusgrade
  • Develop and maintain excellent relationships with our customers and partners, and help in continuously improving the support service to maintain a high level of partner satisfaction
  • Qualifications :

  • Experience in a similar product or technical support type role, Bachelor’s degree a plus
  • Strong written and verbal communication skills in English, and a knack for building relationships. Fluency in other languages is a plus
  • Experience working in a technical environment, around teams delivering software Familiarity with Agile and Kanban software development methodologies good to have
  • An analytical mind, experience with data analysis. You know your way around Excel and SQL
  • Experience working with external clients in a client facing role
  • Knowledge or familiarity with HTML, CSS, XML, JIRA and / or Splunk would be very handy
  • A hunger and eagerness to dive in and solve product and support challenges, and a drive to keep our customers happy by bringing positivity to your interactions
  • A passion for and experience working in the airline or travel industry is a plus!
  • Apply
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