Customer and Technical Support Specialist - Vancouver, Canada - Bucketlist Rewards

Bucketlist Rewards
Bucketlist Rewards
Verified Company
Vancouver, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

_ Please note, this is a temporary leave coverage role. The length of this employment contract is months, with the possibility to extend.


Term:
End of April 2023 to the end of May 2024
_
Bucketlist Rewards is looking for a Customer and Technical (Tier 1) Support Specialist to join our growing team. We are looking for someone who is experienced in customer and technical (Tier 1) support, highly organized, and self-motivated. If you enjoy improving your skills, driving growth in a startup-style environment, and working in a culture that loves creativity, experimentation, and innovation, then this will be a great place for you


About Us:


Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce.

Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures.

When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified


Key Responsibilities:

  • Understanding our customer's usage of our product
  • Focusing on delivering our Customer Promise of Customer Journey Ownership, Proactive Communication, and Ease of Escalation
  • Supporting Customer Success Managers to assist with client support activities
  • Working closely with the Implementation team to assist with setup and configuration duties to ensure our customers are able to start in Bucketlist as soon as possible
  • Monitoring and resolution of dev tickets that are waiting on the CS team and implementations that may be stuck
  • Continually updating user knowledge base and SLAs
  • Monitoring customer support survey responses and metrics
  • Keeping your knowledge uptodate with new product feature launches and product improvements
  • Understanding what customers are asking for and responding with solutions in a nontechnical and semitechnical Tier 1 environment
  • Working alongside the development team for Tier 2 and Tier 3 tickets
- including bugs, feature requests and tickets involving more technical support

  • Contributing to the quality of our product, and our user's experiences
  • Proactively communicating with customers on the status of their requests and to keep them informed as we resolve their issues
  • Communicating internally with other Bucketlist team members in Customer Success, Engineering, Sales, and Product to ensure successful customer outcomes.
  • Other duties as assigned (ie. Redemption support)

Required Skills for Success:


  • 2+ years of experience in a digital role (SaaS experience preferred)
  • Bachelor's Degree in Business, Digital Marketing or relevant field preferred. (In lieu of degree, relevant skills or equivalent experience)
  • Experience in managing service tickets (e.g. Hubspot or similar) in a software company
  • Proven ability to form strong client relationships within all levels of the organization up to Clevel
  • Ability to analyze and interpret customer metrics and generate reports as required.
  • Strong postsales customer service experience
  • Exceptional presentation, written and oral communication skills
  • Strong organizational skills with the ability to multitask
  • A positive cando attitude
  • Demonstrated ability to work well in a closelyknit team

Nice to Haves:


  • Bilingual (Spanish & English or French & English) will be considered an asset for this role
  • Bonus points if you are located in Ontario, Quebec or the Maritime provinces or if you are able to work during Eastern Standard Time (EST) hours

The Perks:


  • 100% Remote. We are a distributed workplace. This position is open to anyone residing and able to work in Canada on a remote basis
  • Join a high growth business where you'll be part of a high performing team with lots of potential
  • Exciting opportunities to grow your career with our fastgrowing business
  • Comprehensive benefits package (long term disability, health, dental, vision care)
  • An amazing rewards and recognition platform; we'll help you achieve not just your career goals, but your personal goals as well
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