Product Support Specialist

Patsnap is an AI-powered SaaS platform that transforms the way global businesses innovate and collaborate across IP and R&D teams. Our connected innovation intelligence product suite helps 12,000+ customers worldwide bring new inventions to market faster. Our $300M Series E funding round brings our valuation to a $1 billion unicorn status, and we still have a remarkable amount of growth ahead.

We have a vibrant and diverse team with offices in Toronto, London, Beijing, Shanghai, Suzhou, and Singapore. Our hyper-growth trajectory is powered by our people, and we are proud of our company vision, values, and entrepreneurial spirit. We are committed to fostering an inclusive environment where talent thrives and ideas bloom.

This is a hybrid position in our Toronto office with the expectation that you work from the Patsnap office 1 day per week.

Role Summary

Patsnap is looking to hire a Product Support Specialist to join our Product Support team. This position reports to the Manager, Product Support and is responsible for engaging with our clients to help solve their technical questions, issues, and concerns. The Product Support Specialist is considered the bastion of product knowledge within the organisation, and shall educate our clients, answer questions, and troubleshoot any related problems about the Patsnap platform, products, and services, which includes our full suite of services - including our Life Science products.

Here at Patsnap, we place high importance on customer satisfaction and are very proud of our industry-leading customer satisfaction scores. This role is about ensuring that our customers are truly cared for, through a combination of empathy and advocation. A successful candidate is expected to maintain a professional, courteous, and customer-success-focused attitude at all times.

• 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.

• 2+ years in a customer-facing role.
• Life Science education background or industry knowledge.
• Knowledge of API and SSO is not required but would be beneficial.
• 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.

• Five weeks of paid vacation + five sick days
• One additional vacation day per year of service up to a maximum of 5 additional days
• Two company-paid community volunteering days
• Health and dental benefits for you and your dependents from day one
• RRSP matching
• Hybrid work environment + WFH stipend for your home office set-up
• Paid parental leave policy
• A 24/7 employee assistance program which provides access to virtual healthcare, therapy, financial and legal assistance, wellness counselling and resources for family support

• Integrity: We hold each other accountable for our actions
• Leadership: We lead by example and inspire each other to reach for new heights
• Openness: We are open and honest and share our ideas with care and consideration
• Growth: We are lifelong learners who aspire to improve each day
• Innovation: We seek out new ways to solve problems
• Customer: Our customer is at the center of everything we do. Their success is our success

Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race, religion, national origin, citizenship, sex, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran/military, or disability status, or any other protected status in accordance with federal, provincial/state or local laws.

Even if you don’t meet 100% of the above qualifications, we encourage you to apply and tell us why you’d be a great fit for this role! If you require any accommodations during the interview process, please email us at recruitment@patsnap.com so we can best support you.