Customer Support Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist customers via email case work regarding Lone Wolf's Back Office product, with phone and chat serving as secondary support channels.

• Record all support interactions and customer challenges in the ticketing system.

• Oversee and manage your own case workload and backlog, prioritizing and triaging as necessary.

• Collaborate with colleagues to troubleshoot and resolve issues while sharing product knowledge.

• Utilize interpersonal skills and product expertise to diagnose, test, and address customer software challenges.

• Respond to customer inquiries efficiently while demonstrating excellent email and phone etiquette.

• Work with broker accounts, applying knowledge of Lone Wolf Foundation to meet account-level requirements.

• Create Jira tickets for identified bugs or issues and track their status until resolution.

• Facilitate conflict resolution and escalate issues as needed.

• Identify opportunities to enhance product and customer experience based on received feedback.

⛳️ Requirements

• A minimum of 2-3 years of experience using or supporting Back Office is advantageous.

• Preferred experience of 2-3 years in Customer Support.

• Ideal candidates will have accounting knowledge.

• Experience with Salesforce, Zendesk, Intercom, or similar ticketing systems is preferred.

• Familiarity with Remote Desktop is beneficial.

• Experience in chat support is a plus.

• Knowledge of Lone Wolf Foundation is advantageous.

• Proficient in Microsoft Office Suite or related software.

🏝️ Benefits

• [Insert benefits details here]

• [Insert additional benefits details here]