Customer Support Representative
4 weeks ago
Our client is an established B2B HeathTech platform based in Newmarket, Ontario that was recently acquired. We are recruiting for a Customer Support Representative to join their team, where you'll be working with new and existing customers to provide technical and ongoing platform support.
On-site/Hybrid role - 3x/week. ~$60k Total Cash Comp + Benefits.
Responsibilities:- Respond to customer inquiries via phone and email in a timely and professional manner.
- Troubleshoot and resolve customer issues related to their workforce management software, escalating more complex issues to higher-level support or technical teams as needed.
- Guide customers through product features and functionalities, providing training and support to ensure they can effectively use the platform.
- Document customer interactions and issues in their support ticketing system, ensuring accurate and detailed records.
- Collaborate with internal teams (Product Development, Sales/Account Management, etc.) to address customer concerns and provide feedback for continuous improvement.
- Identify and report potential software bugs or usability issues, working with the product team to implement fixes or enhancements.
- Contribute to the development and maintenance of support documentation, FAQs, and knowledge base articles.
- Participate in team meetings, training sessions, and ongoing learning opportunities to enhance your skills and knowledge.
- High school diploma or equivalent; Bachelor's degree preferred.
- 1+ years of experience in a customer support role, preferably in a software or technology environment.
- Strong technical aptitude with the ability to quickly learn and understand complex software applications.
- Excellent communication and interpersonal skills, with the ability to convey technical information clearly and concisely.
- Problem-solving mindset with a proactive approach to resolving customer issues.
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities.
- Experience with support ticketing systems and customer relationship management (CRM) software.
- Must live within commuting distance from Newmarket, ON and observe a 3x/week in-office hybrid schedule.
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