Product Support Specialist (Life Sciences)
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Job Location:
Monthly Salary:
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
Product Support Specialist (Life Sciences)
Love being the go-to expert when others need answers and genuinely enjoy solving complex problems for customers
Energized by digging deep into products data and workflows to help users get real value from powerful technology
Excited by working at the intersection of Life Sciences AI and innovation intelligence
Motivated by delivering standout customer experiences and being a true advocate for users across Product Sales and Engineering
Looking to grow your career at a high-growth VC-backed SaaS unicorn where your product knowledge actually matters
Thrive in fast-moving environments where no two tickets are the same and curiosity is rewarded
If this sounds like you wed love to hear from you!
Role Summary:
At Patsnap our customers rely on us to make sense of complex innovation data - and our Product Support Specialists are at the heart of that experience.
Were looking for a Product Support Specialist (Life Sciences) to join our Product Support team reporting to the Manager of Product this role youll partner closely with customers to resolve technical questions troubleshoot issues and help them unlock the full value of Patsnaps Life Sciences products and broader innovation intelligence be a trusted product expert and customer advocate combining deep product knowledge with empathy and clear communication. Whether youre responding to tickets creating documentation or sharing customer insights with Product and Sales your work will directly shape how customers experience Patsnap.
This role is ideal for someone who enjoys problem-solving explaining complex concepts in simple terms and continuously building expertise in the Life Sciences and IP intelligence space. Customer satisfaction is a core priority for us and youll play a key role in maintaining our industry-leading CSAT by ensuring every customer feels heard supported and confident using our platform.
This is a hybrid position in our Toronto office with the expectation that you work from the Patsnap office 1 day per week.
What Youll Be Doing:
- 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.
About You:
- 2 years in a customer-facing role.
- Life Sciences (Biology Chemistry BSc) education background or industry knowledge is required.
- 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.
What Youll Love:
- Five weeks of paid vacation five sick 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
Our Values:
- 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
$55000 - $55000 a year
The annual base salary for this role is $55000 CAD with a target bonus of 1 months salary based on personal and company performance.
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 dont meet 100% of the above qualifications we encourage you to apply and tell us why youd be a great fit for this role! If you require any accommodations during the interview process please email us at emailprotected so we can best support you.
Required Experience:
IC
Key Skills
- Sales Experience
- Marketing
- Customer Service
- Communication skills
- Military Experience
- Retail Sales
- Product Demos
- Customer Support
- Product Management
- Product Development
- Unity
- Microscopy
About Company
Patsnap empowers IP and R&D teams with advanced AI to get better answers and make faster decisions. Increase IP productivity by 75% while reducing R&D wastage by 25%.
