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    Client Support Associate – Technical Writing - Toronto, Canada - Carrier

    Carrier
    Carrier Toronto, Canada

    1 week ago

    Default job background
    Full time
    Description

    About this role

    BrokerBay has a permanent, full-time opportunity for a Client Support Associate – Technical Writing who can build cross-functional and client relationships, write customer-facing documentation, resolve client issues, analyze trends, and provide product insights.

    This position is 3 days in office & 2 days at home hybrid setup for someone residing within the GTA and willing to work in Downtown Toronto. This is a great opportunity to build skills in our product as you build partnerships with other departments.

    Key Responsibilities

  • Ensure that internal and customer-facing knowledge bases are up to date; responsible to write / edit / enhance technical documents as the BrokerBay Platform is enhanced every two weeks
  • Simplify complex concepts into end user friendly language and be concise in exchanges with clients and internal parties
  • Build strong cross-departmental relationships; be the voice of the customer in internal meetings
  • Juggle competing responsibilities and deliver on projects with strong organization and timeliness
  • Tackle unexpected technical and client issues professionally and promptly
  • Track frustrations or process gaps; present well-thought-through solutions to improve upon these
  • Shape the client experience; engage with and resolving client issues through Zendesk
  • Analyze data trends to assist in optimizing our support channels and strategies
  • Provide insight on product and client experience development

    • Basic Qualifications

  • Associate Degree
  • 2+ years experience in Customer/End User Technical Writing or SAAS Support

    • Preferred Qualifications

  • Associate degree business or languages
  • Bachelor's degree
  • Experience using tools such as Zendesk, JIRA, Guru, and Microsoft Office
  • Experience working in the Real Estate industry
  • Project management and problem-solving skills
  • Experience troubleshooting technical issues
  • Able to work in high-pressure situations
  • Solution seeking and ownership skills
  • Hungry for knowledge and enjoy self-learning
  • Determined to find your way around obstacles
  • Excellent English verbal and written communicator
  • Experience writing customer-facing documentation

    • RSRCAR

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