Support Specialist

Overview

As a Support Specialist, you will be a crucial point of contact for our customers, providing expert application support and ensuring their satisfaction. You'll handle complex inquiries, contribute to our knowledge base, and act as a vital link between our customers and internal teams, helping to maintain strong relationships and drive continuous improvement.

• Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person.
• Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences.
• Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers.
• Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively.
• Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner.
• Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions.
• Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes.
• Document customer feedback and report recurring issues or trends to management for further action.
• Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database.
• Ensure that all customer interactions are logged and tracked for follow-up and service improvements.
• Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution.
• Follow up with customers after escalation to ensure their concerns have been addressed.
• Build and maintain strong relationships with customers by providing exceptional service and personalized attention.
• Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business.
• Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery.
• Contribute to team meetings or training sessions to discuss challenges and share best practices.
• Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance.
• Stay informed about any changes in policies, products, or services to accurately communicate information to customers.
• Perform other tasks and assignments as needed.

• 1+ year(s) of customer service experience in a technical environment or relevant experience.
• Proven problem-solving abilities.
• Proven verbal skills and exceptional written skills.
• Experience in technical documentation.
• Ability to multi-task effectively.

• 3 weeks' vacation and 5 personal days
• Comprehensive medical, dental, and vision benefits starting from your first day
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more

The hiring range for this role is $22 to $25 USD per hour. Final compensation will be based on experience, skills, market conditions, and internal equity.