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Customer Support and Content Analyst

2 months ago

Ontario, Canada HireRoad Full time

HireRoad are seeking a talented Customer Support Analyst to join our team. This is a multi-faceted role that combines the traditional customer support role that supports customers along with a technical writing role that produces customer facing content. In this position, you will be responsible for creating clear, concise, and user-friendly documentation for our products, while also providing first-line support to our customers by addressing their queries and troubleshooting basic issues.


You will have a strong bias for action and a growth mindset. You thrive in unstructured environments and can juggle multiple priorities. You are highly self-sufficient, adaptive and embrace challenges and uncertainty. You have a ‘can-do’ attitude and can demonstrate specific examples of how your grit and tenacity have helped you succeed in your prior roles. You are self-driven and hold yourself accountable to achieving your deliverables.


Responsibilities

Content Creation:

  • Write and maintain user-facing content, including helpdesk articles, product FAQs, troubleshooting guides, and feature overviews.
  • Create step-by-step guides, instructional content, and enablement materials to ensure users are successful in using our products.
  • Regularly update and refine knowledge base content based on product updates, customer feedback, and evolving needs.
  • Work closely with product, customer success, and engineering teams to understand product features and create clear user-facing documentation for these features.


Customer Support:

  • Serve as the first point of contact for customer queries via chat, email, or ticketing systems.
  • Provide quick and accurate responses to customers on product usage, troubleshooting, and basic technical issues.
  • Escalate complex or unresolved issues to higher-level support teams, ensuring a smooth handoff.
  • Track common customer issues and feedback to identify areas for improvement in product documentation and user support.
  • Be proactive in driving feedback to the product team to drive the product roadmap.
  • Continuously seek opportunities to improve the customer experience, both in terms of support interactions and available self-service resources.


Requirements

  • Excellent writing and communication skills, with experience creating user-facing technical documentation.
  • Previous experience in customer support or technical support, with a focus on handling customer queries and troubleshooting.
  • Strong attention to detail, with the ability to translate technical concepts into easy-to-understand content.
  • Ability to work cross-functionally with product and support teams to gather the necessary information for documentation.
  • Familiarity with helpdesk or knowledge base tools (e.g., Zendesk, Confluence) is a plus.
  • Basic understanding of technology, software, and customer support best practices.


Skills

  • Exceptional customer service skills that place a high degree of importance on the customer experience.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Strong organizational skills with the ability to manage documentation updates and support tickets simultaneously.
  • A proactive approach to identifying areas for process improvement in both documentation and customer support workflows.
  • Excellent problem-solving skills and ability to work independently and as part of a team. Good communication skills and ability to explain complex concepts to non-technical stakeholders.
  • Outstanding analytical and problem-solving skills
  • Deep care for understanding user problems and delivering solutions that meet their needs.
  • Experience in the HR domain is a plus.


What we offer you in return

  • Play a key role in the expansion of a SaaS business
  • Collaboration with international offices on global projects
  • Backing from senior management to be disruptive – for positive outcome
  • Competitive salary/rate
  • Potential to progress your role as we continue to expand
  • Continuously and consciously working to ensure an empowering, team-oriented, and politically free environment.


And employee benefits such as

  • Medical, Dental & Vision Insurance
  • Stock Options
  • 401k plan with company match
  • Unlimited Paid Time Off
  • Additional wellness day-off per month


About Us

HireRoad is a leading global provider of HR solutions spanning recruitment, onboarding, learning, and analytics software. Our mission is to help our customers maximize the impact of their HR technology through a deeper understanding and optimization of their most significant investment– their people. With nearly 400 customers across the United States, Australia, United Kingdom, and Canada markets, HireRoad empowers HR teams to maximize their impact through actionable data-driven insights, customized support from our team of experts, and a transparent, cost-effective approach to meet companies where they are at in their people data journey.


We at HireRoad, celebrate diversity and are dedicated to creating an inclusive environment for all employees. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and marital status, race or religion. We adhere to these principles in all aspects of employment, including recruitment, hiring, advancement, training, discipline, or discharge. HireRoad will not tolerate discrimination or harassment based on any of these characteristics.


Regretfully, we do not provide visa sponsorship and to meet this job's requirements, you must be legally entitled to undertake unrestricted, full-time work in the US or Canada.