Technical Support Manager for a Start-up Saas - Toronto, Canada - Scoop Robotix

Scoop Robotix

Verified Company

Toronto, Canada

6 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are looking for a tech-savvy, detail-oriented _
B2B SaaS Technical Support Manager_ to join our growing solar and renewable energy customer success team.

The Technical Support Manager will be responsible for ensuring our customers receive timely and effective responses to support requests submitted via our Help Desk Portal.

Additionally the TSM will be responsible for creating a variety of product support articles and videos to provide training on new and existing features to Scoop customers across the sustainable landscape including Solar, Wind, EV, Battery Storage etc.) Scoop Robotix is a rapidly expanding organization at the intersection of highly coveted technology and renewable industries and as such this position offers multiple avenues leading to expansion of skills and future leadership opportunities.

Qualifications and skills

Previous experience as a technical support specialist for a B2B software as a service company
Strong written communication skills
Proficiency with organizing, writing and formatting help articles including visuals and videos
Ability to multitask and prioritize tasks efficiently
Experience with help desk ticketing and customer knowledge base systems
Strong problemsolving skills and attention to detail
Nice to have: experience setting up support software such as Freshdesk and Intercom
Nice to have: experience with customer facing LMS software

Responsibilities

Manage the Scoop Help Desk Ticketing System and respond to customer inquiries in a timely manner
Communicate issues to the internal team for resolution and follow up on open tickets
Organize and prioritize feature requests
Write help desk articles and record howto videos to assist customers with common issues
Stay up to date with new products and features to accurately assist customers

Instructions to apply

Benefits: