Customer Support Specialist

1 week ago

Vancouver, Canada InTime Full time

About Us: We are a dynamic SaaS company providing innovative software solutions to Public Safety organizations across North America. Our commitment to innovation and client satisfaction is at the core of our business values. As we continue to grow, we are looking to expand our team with a resolute Customer Support Specialist who shares our passion for making a difference through the adoption and enablement of technology. 

 

Job Summary: As a Support Specialist, you will be on the frontline of InTime, ensuring our customers achieve their goals using our application. Your role will involve troubleshooting, responding to customer inquiries, and providing detailed product knowledge to enhance user experiences. The ideal candidate will have a blend of application expertise and exceptional customer service skills. This is a customer facing role. 

 

Responsibilities: 

  • Provide first-line support to customers experiencing application issues, via Zoom, email, or phone. 
  • Troubleshoot application problems and resolve customer inquiries in a timely and accurate manner. 
  • Document customer interactions and solutions to improve our knowledge base. 
  • Guide customers through features and functionalities of our software to optimize their user experience. 
  • Collaborate with product management and development teams to report software bugs and suggest improvements based on direct customer feedback. 
  • Assist in creating support documentation, tutorials, and user guides. 
  • Conduct product demonstrations and training sessions for customers as required. 
  • Maintain an elevated level of customer satisfaction and contribute to the overall positive image of the company. 

 

Qualifications: 

  • Experience using CRM software and support tools like Salesforce, Zendesk or ServiceNow. 
  • Proven experience in customer support, application support, or a similar role in a SaaS organization. 
  • Strong understanding of SaaS platforms and cloud technology. 
  • Excellent critical thinking skills and the ability to think analytically. 
  • Exceptional interpersonal and communication skills. 
  • Team first mentality, who is coachable and embraces learning as a core value. 
  • Ability to manage multiple tasks concurrently and prioritize effectively. 
  • Comfortable working in a fast-paced, dynamic environment. 
  • Bachelor’s degree in computer science, Information Technology, or related field preferred. 

 

What We Offer: 

  • Competitive salary and benefits package. 
  • Opportunity to collaborate with a talented team and grow your career in a rapidly expanding company. 
  • Flexible working hours and the option to work remotely. 
  • Regular team events and a supportive, inclusive culture. 

 

How to Apply: Please submit your resume and a cover letter explaining why you are the perfect fit for the Support Specialist role at our company. Include examples of how you have successfully managed customer support scenarios in the past. 

 

We look forward to hearing from you and potentially welcoming you to our team 

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