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Technical Support Specialist
1 week ago
At SALUS, we spearhead a safety revolution in the construction and labor industries with our advanced SaaS platform. Designed to digitize safety workflows, our platform combines a web app for real-time operational monitoring with powerful reporting capabilities, alongside a mobile app optimized for high adoption among field-level workers.
About SALUS
SALUS is a VC-backed startup known for its dynamic culture and strong customer base across North America. We are committed to enhancing safety compliance with cutting-edge technology and are poised for significant growth.
Role Overview
As we continue to expand, we are seeking a dynamic and customer-focused Technical Support Specialist to join our team. This pivotal role supports our mission by delivering exceptional service that distinguishes SALUS in the market.
What You'll Do
Customer Interaction: Manage customer inquiries, providing timely and accurate solutions through various support channels (phone, email, chat & periodically virtual meetings).
Issue Resolution: Conduct discoveries to thoroughly understand and troubleshoot customer complaints, manage bug reports, and work closely with the development team to ensure technical issues are resolved promptly and communicated back to customers.
Support and Guidance: Offering guidance, configuration or optimization advice for users utilizing SALUS' platform, enhancing overall customer satisfaction.
Feedback Analysis: Track and analyze customer feedback to identify trends and recurring issues, using insights to drive product and service improvements.
- Educational Initiatives: Identify & develop training and educational materials based on customer interactions, helping users better understand and utilize our platform.
What You Bring
Technical Proficiency: You are adept with various software platforms and quickly adapt to new technologies.
Intermediate Problem-Solving Skills: You excel in being solution focused with a problem solving mentality. You are able to explore issues collaboratively and to ask questions and find solutions quickly. This is not a copy & paste a response type of support experience
Communication: You possess strong empathy and patience, enabling you to explain complex concepts clearly and concisely.
Customer-Centric Mindset: With experience in customer-facing roles, you are dedicated to providing top-tier customer service.
- Innovative Spirit: Passionate about modernizing the construction industry, you are eager to contribute to transformation through innovative customer support solutions that need your feedback for development.
Qualifications
A minimum of 5 years of experience in software support in the SaaS industry
Intermediate knowledge and working experience with the following applications or similar: Zendesk, Google Suite, Gitlab, Slack, Video Conferencing Platforms (e.g. Zoom).
Strong level of customer focus with ability to build and maintain relationships with customers, understand and meet needs and expectations.
Proven ability to effectively liaise with Customer Success, Product, QA, and Engineering Teams throughout the support process.
Works to SLAs, self-motivates and plans work, takes ownership and communicates any issues effectively.
Excellent verbal and written communication skills.
This is a remote role, with opportunity to meet in person up to once per quarter to collaborate with fellow team members.
Bonus if you have:
Experience working with tech in the construction industry
Fluent in French and/or Spanish
Experience analyzing reported issues using tools such as DataDog or other log aggregation and reporting tools such as RollBar, Splunk, or New Relic.
The pay range for this role is:
75, ,000 CAD per year (Remote - Canada)
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