Customer Support Specialist

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

📋 Description

• Manage incoming inquiries from customers and employees across various support channels.

• Provide prompt, clear, and effective assistance while adhering to established SLAs.

• Meet Customer Satisfaction Score (CSAT) and team/department KPIs.

• Oversee support requests from initial investigation through to resolution.

• Keep customers updated and ensure tickets are progressing appropriately.

• Stay informed about product launches and enhancements.

• Analyze customer product usage to identify support trends.

• Deliver the Customer Promise by taking ownership of the journey, communicating proactively, and facilitating easy escalation.

• Reproduce issues, investigate system behavior, determine root causes, and resolve technical problems.

• Utilize configuration changes, workarounds, or documented product defect reports to address issues.

• Investigate and resolve issues independently before escalating to Tier 2 when necessary.

• Identify opportunities to enhance support processes, documentation, and operational efficiency.

• Maintain and improve Help Center resources.

• Collaborate with cross-functional teams to implement enhancements and optimize operations.

• Fulfill administrative and platform requests for internal teams within designated timelines and SLAs.

• Provide coverage for the redemption team as needed.

• Assist with reward purchasing, redemption, vendor troubleshooting, and record-keeping.

⛳️ Requirements

• A minimum of 2 years of direct experience supporting non-technical end users in a high-volume setting.

• Preferably experience in SaaS customer support.

• Ability to diagnose root causes and document issues clearly for engineering teams.

• Capability to explain technical workflows to non-technical audiences.

• Active written and phone follow-up on support tickets.

• Strong organizational and prioritization abilities.

• Proven ability to meet or exceed SLAs and KPIs.

• Experience with CRM tools, preferably HubSpot.

• Familiarity with support ticketing/helpdesk platforms.

• Must be able to reside and work in Canada.

• Nice-to-have: Basic terminal/command-line, SQL, and/or Python experience.

• Nice-to-have: Experience with Jira, Confluence, and/or Grafana.

• Nice-to-have: Experience with HRIS/SFTP systems.

• Nice-to-have: Experience using or implementing AI tools and solutions for support.

🏝️ Benefits

• 100% remote work for individuals residing and authorized to work in Canada.

• Flexible paid time off in addition to paid vacation days.

• Comprehensive health, dental, vision care, EFAP, and more.

• An additional paid day off each year.

• Annual funding for personal bucket-list items.

• Support for home office setup.

• Funding for learning and development opportunities.

• Opportunities for career growth.

• Rewards and recognition support.