Full-Time
Monday to Friday
9:00 am – 5:00 pm Eastern Time (Toronto, Ontario, Canada)
As a front-line representative of our company you will be professional and demonstrate strong communication skills when engaging in business correspondence with our customers.
Responsibilities:
- Answering inbound customer support emails and phone calls.
- Maintaining a positive, empathetic, and professional attitude toward customers.
- Acknowledging and resolving customer inquiries.
- Knowing our software solutions and products inside and out so that you can answer questions efficiently and accurately.
- Recording customer feedback.
- Communicating and coordinating with colleagues as necessary.
- Ensure customer satisfaction and provide professional customer support.
- Develop relationships with key stakeholders to maximize satisfaction and retention.
- Communicating with proper grammar and punctuation.
- Following internal handoff procedures and collaborating with members of other departments.
- Warm hand off with potential sales opportunities to internal sales team members.
Mandatory Skills:
- 2+ years of experience in customer support, specifically in supporting software users.
- Experience working with a ticketing system like: Salesforce Service Cloud, Intercom, or Zendesk.
- Experience working in CRM (client relationship management software).
- Technical writing experience supporting software application customer support.
- Advanced computer skills.
- Microsoft Word, Excel, PowerPoint, etc.
- Comfortable communicating internally with a chat system such as Google/Slack/Teams.
- Strong written and verbal communication are extremely important.
- Attention to detail and high levels of emotional intelligence.
- Ability to self-regulate and manage stress.
- Ability to teach yourself new skills, competencies, and find answers on your own.
Technical Troubleshooting:
- Actively listen to customer questions and feedback.
- Ask powerful questions to understand issues.
- Use problem solving skills and troubleshooting guides to isolate the issue.
- Commitment and tenacity to find a fix or workaround if required.
- Knowing our software solution and products inside and out and working with senior support personnel to troubleshoot issues.
- Occasional phone/video calls with customers to troubleshoot issues live.
- Leave detailed notes for other support staff and our senior support personnel when passing off bugs and customer requests as required.
Who You Are:
- You are committed to working on our support team, upgrading processes, helping our customers, and implementing new functionality to help our customers work even better.
- You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them.
- Youโre an A+ listener and communicator with the ability to be the customer’s voice to share development feedback to make our solution better for our entire community of users.
- You are eager to spend your days speaking with customers on the phone, via email, and through chat.
- You are reading this, and youโll include a “Hi, I love marshmallows!” in your application so we can know you’ve read it.
- You are a strong collaborator that prioritizes building trusting relationships with key stakeholders.
- You are passionate about being extraordinary in both your work life and personal life and have a strong reputation for accountability and reliability.
- You effectively articulate ideas and strategy and are able to easily switch between strategic and tactical thinking.
- You have a growth-minded and are open to coaching and mentorship.
- You are curious and committed to innovation, continuous learning, and growth.
- You are self-motivated, self-responsible, and self-accountable.
Working Environment:
- This is a full-time remote position.
- You must have a quiet workplace available, home office is acceptable, where there will be minimal interruptions during working hours.
- You need sufficient desk space to support a PC tower and two monitors.
- You will be responsible for reliable, stable high speed internet to perform your job.
- We provide necessary computer equipment such as computer, monitor(s), keyboard, mouse, webcam, and headset.
How to apply:
Please apply via the job posting on Indeed.ca.
