Customer Support Specialist

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

📋 Description

• Act as the main point of contact for customer support via phone, email, and chat.

• Address product inquiries, investigate reported problems, and guide customers through platform features and best practices.

• Resolve access and usability challenges for residents and family members utilizing the Welbi Community Portal.

• Record bugs, gather pertinent information, and collaborate with Product and Engineering to investigate and resolve issues.

• Respond promptly, communicate effectively, and ensure customers feel acknowledged and supported.

• Examine account data and generate custom reports to address customer inquiries and confirm root causes.

• Analyze support tickets, customer feedback, and satisfaction trends to pinpoint opportunities for product, documentation, and process enhancements.

• Relay customer insights to the Customer Success, Product, and Engineering teams to influence product improvements.

• Enhance support processes through AI, automation, and other innovative technologies.

• Monitor and report on essential support metrics, including response times, resolution rates, and customer satisfaction levels.

• Expand self-service options and decrease support volume through comprehensive documentation and customer education initiatives.

• Maintain, organize, and elevate Welbi’s online Knowledge Base.

• Develop and sustain help articles, video tutorials, and other educational materials.

• Prepare and disseminate customer communications, such as feature release notifications and the monthly customer newsletter.

• Collaborate with Customer Success, Product, and Engineering to ensure educational resources are accurate and up-to-date.

• Coordinate client configuration requests, which include updates, data imports, and integration assistance.

• Ensure that customer configurations are executed accurately, efficiently, and within the designated timeframe.

⛳️ Requirements

• Experience in customer support within a SaaS environment.

• Outstanding written and verbal communication abilities.

• Strong troubleshooting and critical thinking capabilities.

• Proficient in investigating issues, identifying root causes, and collaborating with cross-functional teams.

• Highly organized with a keen eye for detail.

• Capable of managing multiple priorities in a dynamic environment.

• Analytical mindset with the ability to discern trends and convert customer feedback into actionable insights.

• Capacity to leverage emerging technologies to enhance support operations.

• Team-oriented approach to collaborating with Customer Success, Product, and Engineering.

• Experience with Knowledge Base or customer education content is a plus, but not mandatory.

• Background in software implementation support is a plus, but not mandatory.

• Familiarity with HubSpot or similar CRM and customer support systems is a plus, but not mandatory.

• Experience utilizing AI-powered support tools or workflow automation is a plus, but not mandatory.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work environment and schedule options.

• Engaging company culture with team-building activities and events.