Customer Support Specialist - Montréal, Canada - Novisto

Novisto

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Your responsibilities will include:

Proactively manage platform usage or technical support requests from customers, serving as the front line (Tier 1) of customer success;
Work with multiple teams including Customer Success, Product, QA and Development to find, troubleshoot, reproduce, document and resolve or escalate client issues
Proactively identify clients experiencing repeated issues or requests that are not resolved to the client's satisfaction; structure, document and escalate issues, as needed.
Create documentation content to enhance ease of configuration of Novisto's platform;
Collect feedback and share observations on customer's experience using out platform;
Provide recommendations to the Customer Success Operations team about how to improve customer experience
Collaborate crossfunctionally and work closely with the Customer Success Managers to maintain continuous knowledge of customer use cases

What we're looking for:

Bachelor's degree Computer Science, Information Systems or any relevant field;
2+ of relevant professional experience;
Excellent problem solving and analytical skills
Excellent oral and written communication skills (in both French and English)
Ability to convey technical information to a general audience;
Extremely detail oriented and highly organized ;
Aptitude for learning new technologies quickly ;
Ability to prioritize tasks and carry out responsibilities proactively ;
Experience working in a SAAS environment;
Experience working with a incident support software (such as ZenDesk or FreshDesk)
Experience with ESG reporting or Sustainability (an asset).

What we offer:

Join an early stage, wellfinanced company
Advance Novisto's purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
Contribute your knowledge and insights to increase awareness and knowledge of sustainability
Generous health benefits (100% Insurance coverage & access to Dialogue's telemedicine app)
Flexible schedules & opportunity to work remotely
4 weeks of vacation
Stock option plan
Summer hours
If you prefer to work at the office, we have a beautiful office, in Old Montreal, close to downtown and steps away from a metro (subway) station