Customer Support Specialist - Brantford, Canada - North Results Inc.

Description

Customer Support Specialist

- Product Site


Hybrid remote in Brantford, Ontario

Who we are and what we need

This is your opportunity to join our dynamic and growing SaaS company, We help knowledge experts and businesses create, organize, and share content through digital courses, membership sites, coaching programs, or information businesses.

Reports to:
Customer Support Manager


Location:
Brantford, Ontario.
(Hybrid)

Term:
Full-time


What you'll do

• Provide frontend client support for technical, procedural, and financial concerns for clients and internal stakeholders.
• Resolve issues related to finances, permissions, plans, subscriptions, upload allotments, audience membership, and errors.
• Participate in discussions and create knowledge management materials for publicfacing and internal support documentation.
• Support customer support and development initiatives by creating and maintaining Standard Operating Procedures, conducting audits, and identifying areas where team members need support or training.
• Collaborate with Customer Success, Development, Marketing, and all other teams to support Searchie, and related products, platforms, clients, and internal stakeholders. Also, support live events and promotions when necessary.

Who you are

You bring a contagious sense of humour and a positive outlook on life to your work and always look for ways to make people feel included and valued.

You believe having fun is crucial for maintaining a healthy work-life balance and strive to bring joy to every aspect of your life.

As a true innovator, you constantly seek new and creative solutions to your challenges. You approach every problem with an open mind and a willingness to think outside the box. You value simplicity and believe the best solutions are often the easiest to understand and implement.

Finally, you are a true community builder who understands the power of collaboration and teamwork.

You know that no one can achieve greatness alone and are always looking for ways to support and uplift those around you.

With your strong sense of integrity and unwavering commitment to doing what is right, you inspire others to be their best selves and work together to create a better world.

Functional Skills

• Strong customer service and communication skills
• Knowledge of technical support and troubleshooting processes
• Ability to communicate complex information in a nontechnical manner
• Familiarity with customer relationship management (CRM) software such as Intercom, Zendesk or Hubspot
• Understanding of financial and payment processes and platforms (e.g. Stripe, Chargebee)
• Strong understanding of Searchie and related platforms

Leadership and Execution Behaviors

• Strong technical aptitude, critical analysis and communication skills are being leveraged and improved.
• Demonstrates the ability to think creatively and outside the box to solve complex customer issues.
• Ability to collaborate and work effectively with crossfunctional teams including, but not limited to product, marketing, and development.
• Leverage administrative tools to test and replicate and resolve technical issues as it pertains to Searchie and related platforms.
• Good understanding of the payment process and a willingness to provide "best effort support" to clients to troubleshoot issues related to Searchie.
• Helping team members succeed in their roles, with the ultimate objective of providing the best support possible to our customers.
• A flexible and proactive attitude, as well as the ability to work well under pressure.

Our Core Values

• Community: Listens to customer feedback and uses that information to identify trends and make recommendations for how the company can better serve its customers.
• Fun: Approaches their work with a positive and friendly attitude, using humor and empathy to connect with customers and make the support experience more enjoyable.
• Impact: Works to resolve customer issues quickly and efficiently, ensuring that customers are satisfied with the outcome and that the company's reputation for quality service is maintained.
• Innovation: Always looking for ways to improve the support experience for customers, exploring new tools and technologies that can streamline processes and increase efficiency.
• Integrity: Communicates with customers honestly and transparently, providing accurate information.
• Simplicity: The customer support specialist communicates in clear and simple language, avoiding technical jargon and using plain English to ensure that customers understand the information they are given.

Qualifications

• Bachelor's degree in a related field, such as Computer Science, STEM programs, Business Administration, Marketing, or Communications
• 13 years of relevant work experience in customer service, technical support, or a similar role
• Experience with CRM software, helpdesk ticketing systems, and financial or