Analyste, Support technique | Technical Support Analyst

4 weeks ago

Vancouver BC, Canada Rewind Full time

Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50). We invite you to read our startup story to learn where we came from and where we’re going.
Some of our Blogs might help you get a better understanding of what we do here. We embrace the fast-paced, ever-changing nature of startup life. Performance-Driven Mindset: We are proactive, goal-oriented, and focused on delivering tangible, high-quality results. Flexible Work-Life Approach: We encourage balance and understand the need to recharge. While we stay agile for urgent needs, we make sure there's time to recover and enjoy life.
We listen, build relationships, and innovate - from our dedicated customer support team to our engineers, everyone at our company is focused on solving problems that matter most to our users.
We are looking for a dedicated and enthusiastic candidate to provide exceptional customer support to Rewind’s customers. This is a full time position based in Vancouver, Canada with a 9am - 5pm PST shift . This role may grow to include on-call rotations, weekend support and expanded hours of operation in the future. Work on some statutory holidays will be required. .

The Customer Support Analyst functions on the front line interacting directly with both customers and internal stakeholders. Customer Support Analysts need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism.

This role covers a 9am - 5pm PST shift.

Provide the highest level of service to our customers in each and every ticket
Interacting with Rewind customers and internal stakeholders through all current and future channels, including email, live chat and phone
Being highly receptive to feedback, and quickly adopt behaviors to improve the quality of your work
Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to our customers, ensuring their unique needs are met with the highest level of care and attention.
Displaying an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Proactively anticipate and identify opportunities to enhance the customer experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Rewind
Providing insights about customer experience and continuous improvement opportunities to your Management
Helping document ways of working, best practices, and the norms for your service(s) as requested by management
We are looking for candidates who have ideally 1-3 years of relevant experience in customer service/support roles, preferably in the B2B SaaS space or tech startups with experience using phone, messaging, or live chat to interact with users/customers.
You also have the ability to work weekends and public holidays required, as well as evening shifts. Excellent verbal and written communication skills for providing exceptional customer service to different types of customers
Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
Passion for delivering exceptional customer service and setting a high bar
Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems such as Salesforce and Zendesk
Language proficiency in English, other languages are a plus

This role will be based out of our Vancouver Office.

Summer hours (off every other Friday from June - September) and office closed during the holiday break in December
~1000/year wellness/home office allowance


Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

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