Customer Support Specialist

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

📋 Description

• Oversee incoming support inquiries, prioritize emails and calls, generate tickets when necessary, and resolve issues promptly.

• Handle inquiries ranging from password resets to functionality queries.

• Offer immediate support through phone, chat, and email.

• Consistently follow up to guarantee issue resolution and client satisfaction.

• Investigate and document solutions to intricate issues by utilizing historical data, closed tickets, and internal knowledge.

• Work in collaboration with Developers and Business Analysts to create client-centric solutions.

• Share insights in group communication channels.

• Engage in team meetings, training sessions, and webinars.

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

• Educate clients on new releases.

• Participate in ongoing learning and knowledge sharing to enhance team processes.

• Manage a portfolio of 20 to 40 clients across the United States and Canada.

⛳️ Requirements

• A minimum of 2 years of experience in technical customer support.

• Ideally, experience in a startup or fast-paced environment.

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

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

• Quick learner of new tools, releases, and functionalities.

• Ability to adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms.

• Analytical, detail-oriented, and client-focused mindset.

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

• Capable of recognizing patterns, referencing past solutions, and enhancing existing documentation.

• Exceptional verbal and written communication skills.

• Ability to convey technical information to non-technical audiences.

• Effective collaboration in a virtual environment.

• Responsive with sound judgment.

• Respect for diverse perspectives and a commitment to inclusivity.

🏝️ Benefits

• Fully remote work setup.

• Full-time employment.

• Opportunities for continuous learning.

• Internal mobility and advancement options within Infinity, Aquila, or other business lines.

• Coaching and career development assistance.

• Supportive remote work culture.

• Virtual interview process.

• Accommodations available upon request for candidates participating in all aspects of the selection process.