Support Specialist

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

📋 Description

• Oversee customer support inquiries from start to finish across various channels, including ticketing systems, live chat, and phone (when applicable).

• Independently troubleshoot and resolve common to moderately complex product issues.

• Deliver clear, friendly, and professional communication tailored to the specific needs of each customer.

• Achieve or surpass support performance metrics, such as response time, resolution time, and customer satisfaction (CSAT).

• Prioritize and manage a high volume of tickets while ensuring accuracy and quality.

• Thoroughly document resolutions, ensuring proper categorization and clear notes.

• Recognize recurring customer issues and propose enhancements to workflows, tools, or documentation.

• Create or update knowledge base articles to enhance self-service options and improve team efficiency.

• Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is necessary.

• Mentor newer team members by sharing knowledge and best practices as you progress in the role.

⛳️ Requirements

• 1–3+ years of experience in a customer support position, preferably within a SaaS or technology setting.

• Experience offering support to customers through a ticketing system and/or live chat.

• Typing speed of 80 words per minute (WPM) or greater.

• Strong troubleshooting and problem-solving capabilities.

• Exceptional written and verbal communication skills.

• Ability to convey technical concepts clearly to non-technical users.

• Comfortable managing multiple priorities in a fast-paced environment.

• Customer-focused mindset with a strong sense of ownership and accountability.

🏝️ Benefits

• Flexible benefit plans available for employees and their family members at no cost to employees.

• 401(k) matching.