Customer Support Specialist

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

📋 Description

• Address Tier 1 customer inquiries through phone, email, chat, and a ticketing system related to various products and services.

• Diagnose customer issues and provide effective solutions.

• Assess and escalate product bugs to the development team.

• Offer insights to enhance support procedures.

• Contribute technical content to FAQs, Help Center resources, training documents, and internal references.

• Take responsibility for customer issues, ensuring they are resolved thoroughly, thoughtfully, and promptly.

• Collaborate cross-functionally with other departments within the organization.

⛳️ Requirements

• A bachelor’s degree or equivalent experience is required.

• Demonstrated ability to identify, troubleshoot, and resolve technical issues for a SaaS product.

• Capability to employ sound judgment and product knowledge for timely problem resolution.

• Proven history of quickly mastering new technical tools and systems.

• Experience in providing professional, responsive, and technical B2B support.

• Prior experience in a high-volume support or customer service environment.

• Strong analytical abilities with effective research and problem-solving skills.

• Proficiency in technical writing.

• Ability to manage multiple tasks and prioritize trouble tickets efficiently.

• Excellent communication skills, both clear and concise.

• Must possess the necessary work authorization to be employed by any company in Canada or the U.S. without sponsorship.

• Preferred, but not mandatory: experience in a SaaS startup, familiarity with ticketing systems such as Intercom, and knowledge of the green industry field management.

🏝️ Benefits

• Extensive medical, dental, and vision insurance options available in the U.S.

• HSA/FSA accounts, along with disability and life insurance in the U.S.

• Employer-funded HSA-based benefits plan offering drug, dental, and mental health coverage in Canada.

• 401(k) matching program for U.S. employees.

• RRSP matching for employees based in Canada.

• Customized career development discussions.

• Resources for professional growth, including tools, courses, and support.

• Unlimited Paid Time Off.

• Paid holidays for the company.

• Company-wide winter break from December 24 to January 1.