Technical Support Specialist

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

📋 Description

• Deliver technical and product support via ticketing platforms like Service Cloud and Jira, as well as through Help Center, CRM, phone, and email channels.

• Maintain a deep understanding of the company's products, services, and industry standards through ongoing education.

• Address customer queries and concerns in a timely, courteous, and effective manner.

• Work collaboratively with Customer Success, Product, and Development teams to meet client requirements and offer valuable product enhancement feedback.

• Develop knowledge base articles, FAQs, newsletters, and training materials for customer use.

• Engage in testing and provide constructive feedback on new product features and releases.

• Monitor and resolve outstanding issues while ensuring transparent communication and follow-up with clients.

• Assist users in maximizing their experience with Cordance's B2B SaaS solutions.

⛳️ Requirements

• Excellent communication, problem-solving, and interpersonal abilities.

• A positive demeanor, strong teamwork ethic, and a sense of accountability.

• High level of attention to detail, organizational skills, and time management capabilities.

• At least 3 years of experience in customer support, customer success, or technical support roles.

• Capacity to manage multiple support cases or tickets concurrently while upholding quality standards.

• Ability to work autonomously and adjust to changing client demands and priorities.

• Experience in delivering training (live or virtual) and creating self-service resources.

• Proficiency in developing and maintaining self-service resources, including knowledge base articles, documentation, and FAQs.

• Preferred: experience in supporting SaaS or B2B software platforms.

• Preferred: familiarity with Salesforce Service Cloud, Jira, Salesforce, HubSpot, or comparable support and CRM systems.

• Preferred: experience in creating or enhancing knowledge base content, FAQs, or user documentation.

• Preferred: history of collaborating with Product or Engineering teams for feature testing or providing customer insights.

• Preferred: relevant certifications or coursework in customer support, ITIL, or help desk systems.

• Preferred: experience in delivering remote or in-person training using MS Teams, Zoom, or similar platforms.

• The final candidate must successfully pass a background check.

🏝️ Benefits

• Comprehensive health insurance starting from the first day of employment.

• 401(k) plan (US) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options available.

• RRSP (CAN) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options available.

• Flexible, uncapped paid time off.

• 12 weeks of paid parental leave for all employees.

• Monthly remote-work stipend of $75 USD / $140 CAD for phone and internet expenses.

• Generous holiday schedule.

• Opportunities for professional development and continuous learning.