Technical Support Specialist

3 weeks ago


Canada Union.dev Full time

Job Title: Technical Support Specialist Location: 620 Nine Mile Drive, Bedford NS Job Type: Full-time Job Summary: Union.dev is looking for a Technical Support Specialist to provide high-quality technical assistance to our clients and ensuring the success and satisfaction post-implementation. This role is crucial in troubleshooting and resolving technical issues, ensuring clients have a seamless experience with our software. The ideal candidate will be responsible for building strong relationships with clients, helping them achieve their goals using our software, and ensuring long-term client retention. Key Responsibilities: Develop and maintain strong relationships with clients, acting as their main point of contact post-implementation. Provide prompt and efficient technical support to clients via phone, email, and chat. Troubleshoot and resolve software issues, guiding clients through complex processes when necessary. Document and track client issues, ensuring all are resolved to the client's satisfaction. Work closely with the development team to identify software bugs or issues. Assist in the creation of technical documentation, user guides, and FAQs for clients. Provide feedback to the product team based on client experiences to help improve the software. Monitor client engagement and satisfaction, proactively identifying areas for improvement and addressing any issues that arise. Provide clients with training, resources, and best practices to maximize their use of Union.dev’s software. Collaborate with the technical support and implementation teams to resolve client issues promptly. Advocate for clients within Union.dev, ensuring their feedback and needs are communicated to the product and development teams. Track and report on key metrics related to client success, including usage, satisfaction, and retention rates. Qualifications: Bachelor’s degree in Business, Computer Science, Information Technology, or a related field 3+ years of experience in customer success, account management, technical support or a similar client-facing role. Excellent communication and interpersonal skills. Strong problem-solving abilities and a proactive mindset. Experience with CRM systems and customer success platforms is a plus. Ability to manage multiple clients and projects simultaneously. Benefits: Competitive salary and benefits package. Opportunity for growth and advancement within the company. Flexible working environment



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