PART TIME

Product Support Agent

Summary

We are seeking a Product Support Agent to join Xpan’s software team, supporting our clients and users of Xpan’s knowledge software applications and solutions.

Driven by a desire to provide unparalleled service, you enjoy the challenge of solving challenges for users and helping them feel supported and appreciated. You are tech-savvy, love software, and enjoy interacting with end users.

Reporting to the Product Manager, you will also play a role in quality assurance to perform manual regression testing and QA on new features to support efforts to continuously improve our products. 

Armed with an exceptional eye for detail, you excel at finding bugs and ensuring the overall quality of the software meets our highest standard.

Essential Duties and Responsibilities

  • Assisting with implementations of Xpan’s software applications
  • Supporting clients via Jira Service Desk, phone, screen-share, and email
  • Managing support queue in Jira
  • Creating bug tasks from testing and support tickets
  • Testing bug fixes and new features
  • Regression testing 
  • Assisting eLearning PMs with course QA

Skills and Expertise

  • Customer care and support
  • Quality Assurance Testing
  • MS Office and GSuite
  • JIRA Projects and Service Desk
  • Ability to multi-task
  • Detail-oriented
  • Excellent verbal, presentation, and written communication skills
  • Friendly, calm demeanour
  • Patient with end-users

Education and Experience

  • 1-3 years of software support and/or QA
  • Any customer support experience
  • Proven experience working in a team environment

Notes

  • This position is currently part-time, with the potential to move to full-time in the future
  • This position is remote with occasional meetings at the office
  • Working hours are generally 8:30 to 5:00 with some after-hours work during software releases

Xpan is committed to diversity and inclusion. As a global company, we want to ensure our team is reflective of the voices that we serve. We strongly encourage applications from all communities and identities.

If you would like to join a top-notch team of smart, creative, enthusiastic professionals producing engaging interactive knowledge solutions for great clients, send your resume to careers@xpan.ca.