Product Support Specialist

Product Support Specialist 

Levitate’s employees share a very important mission and goal: helping small businesses grow and thrive. We all contribute to this goal in unique ways, and that’s why we prioritize helping our staff identify their strengths and find genuine fulfillment in their roles.

Across every team and department at Levitate, you’ll find friendship, enthusiasm, intelligence, and drive. In our pursuit to make the world a more creative and entrepreneurial place, we keep our company’s five core values at the center of everything we do:

1. Creating magic
2. Showing customer empathy
3. Making data-driven decisions
4. Focusing on solutions, not problems
5. Making small improvements every day

As a Product Support Specialist, you will serve as the first point of contact for customers seeking assistance with our product. This entry-level role focuses on delivering empathetic, clear, and solutions-oriented support through phone, chat, and email. You will develop foundational product knowledge, grow technical troubleshooting skills, and learn how to navigate CRM tools—especially in the context of industries like insurance, financial services, and legal professions.

You will collaborate closely with other support team members and internal stakeholders to ensure customer satisfaction while building proficiency in handling technical and process-related questions.

Responsibilities

• Respond promptly to inbound customer inquiries via chat, phone, and email
  
  
• Guide customers through basic troubleshooting and product-related tasks
  
  
• Accurately log all interactions in the customer relationship management (CRM) system
  
  
• Learn and reference our internal knowledge base and contribute to its upkeep
  
  
• Escalate complex issues to higher-level support or engineering teams when appropriate
  
  
• Participate in ongoing training sessions to develop product expertise and customer service skills

Our commitment to our staff is showcased not only through our strong company culture, but also through our employee-centric benefits and programs including:

• Paid time off and paid provincial holidays to facilitate strong work-life balance 
• Paid parental leave that provides employees with support and flexibility as they grow their families
• Extensive benefit options including healthy lifestyle reimbursement, private pension matching, healthcare benefits, etc. Culture Crew and Emerging Leader programs to foster employee leadership development, inclusivity, and connection through year-round trainings and events
  
  

Qualifications

• 0–2 years of experience in a customer-facing or support-related role (internships and service experience welcome)
  
  
• Strong written and verbal communication skills with a focus on clarity and empathy
  
  
• Basic troubleshooting and problem-solving abilities
  
  
• Familiarity with CRM systems—experience in insurance, financial services, or legal sectors is a plus
  
  
• Comfortable working in a fast-paced, collaborative environment
  
  
• Willingness to learn and take feedback constructively

• Understanding of email systems and common configurations (e.g., Outlook, Gmail, domain settings)
  
  
• Exposure to databases (e.g., SQL or MongoDB) is a plus, but not required