Open Position
Customer Support Specialist

Full Time

Quebec, Canada

Your Impact

  • Elevate Customer Experiences: Provide exceptional technical support to our valued customers through email and remote access. Your mission is to ensure their satisfaction and fuel their loyalty.
  • Be the Solution Owner: Document, manage, and resolve issues in our customer management system. Every case you close is a success story that strengthens our customer relationships.
  • Spotlight on Proactive Problem-Solving: Sharpen your keen eye for detail as you identify and escalate significant or emerging issues to our team leaders. Collaborate with the team to tackle escalated challenges.
  • Fueling Collaborative Excellence: Engage in cross-team collaboration with Quality Assurance, Operations, and Development teams to assess system and customer needs. Your insights will shape the future of our products and services.
  • 24/7 Customer Advocacy: Embrace the opportunity to participate in rotating evening and on-call coverage. You'll be the hero that ensures our customers receive top-notch support round the clock.

The Winning Formula

  • 3+ years of of experience in customer service supporting Enterprise and SaaS applications
  • Ability to triage and resolve a high volume of incoming tickets swiftly and efficiently
  • Expert in understanding complex technical issues and communicating solutions in easily digestible ways for customers
  • Ability to think creatively and find innovative solutions to customer challenges; superior problem solving skills
  • Experience working collaboratively with cross-functional teams such as sales, marketing, and product development
  • Outstanding written and verbal communication skills
  • Willingness to adapt to a flexible work schedule in accordance with the dynamic requirements of the business
  • Familiar with standard systems such as Zendesk, Google Drive, and Slack
  • Practical experience working with databases (PostgreSQL, SQL)
  • Strong technical knowledge of APIs
  • Experience with SaaS and Cloud-based solutions
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