Customer Support Specialist

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee incoming support requests and prioritize emails and calls

• Generate tickets as necessary and resolve customer inquiries efficiently

• Handle password resets and questions regarding software functionality

• Offer real-time support through phone, chat, and email

• Maintain consistent follow-up to ensure resolution and client satisfaction

• Investigate and document solutions for complex issues utilizing historical data, closed tickets, and internal team expertise

• Work collaboratively with Developers and Business Analysts to deliver client-focused solutions

• Engage in group communication channels, team meetings, training sessions, and webinars

• Collect client feedback and relay enhancement requests to Product and Development teams

• Educate clients on new releases

• Contribute to ongoing learning, knowledge sharing, and process enhancement

⛳️ Requirements

• Minimum of 2 years of experience in technical customer support

• Experience preferred in a startup or high-growth setting

• Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST)

• Proficient in Microsoft Office, databases, and remote access tools

• Capability to quickly learn new tools, technologies, releases, and functionalities

• Adaptability to chatbots, automated ticketing systems, and AI-enhanced help desk platforms

• Analytical, detail-oriented, and client-centric mindset

• Strong critical thinking, problem-solving, and organizational abilities

• Exceptional verbal and written communication skills

• Ability to convey technical guidance to non-technical audiences

• Capacity to collaborate effectively in a virtual setting

• Sound judgment, responsiveness, and respect for diverse perspectives

🏝️ Benefits

• Fully remote work arrangement

• Continuous learning opportunities

• Internal mobility and advancement opportunities within Infinity, Aquila, or another business line

• Coaching and career development support

• Virtual interview process

• Accommodations available upon request for candidates with disabilities