Senior Technical Support Advocate

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

📋 Description

• Become knowledgeable about all products offered by the company.

• Manage user support inquiries in a high-volume setting.

• Communicate clearly and with empathy to a diverse range of user profiles.

• Prioritize effectively and adapt comfortably to a continuously changing product environment.

• Collaborate with engineers, colleagues, and other internal stakeholders to diagnose and resolve user problems, both individually and at scale.

• Offer suggestions aimed at enhancing user satisfaction through support processes, while also improving efficiency and reducing contact rates.

• Deliver technical support to customers via phone, email, and chat, adhering to agreed Service Level Agreements (SLAs).

• Efficiently and accurately diagnose, address, and resolve technical issues.

• Escalate complex problems to higher-level support following established protocols.

• Conduct investigations and track problems to ensure issues are prioritized, documented, monitored, and resolved properly.

• Attend training sessions to improve technical skills and product knowledge.

• Share valuable customer insights and feedback with cross-functional teams to foster ongoing service improvements.

• Maintain metrics related to productivity, quality, and customer satisfaction.

⛳️ Requirements

• A minimum of 2 years’ experience in high-volume product support, ideally within a second-tier or escalated support team.

• Proven capability to excel in fast-paced, reactive environments.

• Strong user empathy and a solid understanding of the support case lifecycle.

• Excellent written communication skills that are both clear and kind, alongside a keen attention to detail.

• Experience in supporting Software as a Service (SaaS) products.

• General understanding of how web-based and mobile applications operate.

• Proficient in CRM software and customer service platforms.

• Strong familiarity with cloud-based applications (such as Google Drive, Google Sheets, Google Docs) and MS Office applications.

• Capability to quickly learn and navigate new technologies, systems, and applications.

• Experience in contributing to the development of a support team and sharing ideas for process improvements.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• A collaborative and inclusive company culture.