Technical Support Specialist

4 weeks ago

Vancouver, Canada Browse Full time

We seek a highly motivated technical support specialist passionate about delivering exceptional customer experience. As a member of our customer success team, you will work directly with product users and have the chance to create outstanding experiences for them.

About Browse AI

Browse AI has enabled over 250,000 teams and individuals to extract data from websites in minutes – something that used to be so inaccessible that only large enterprises could afford to do it at scale.

Our customers appreciate us for the exceptional user experience and support we deliver, rating us 9.6 out of 10. Our mission is to allow everyone to harness web data, democratizing access to information on the web.

At Browse AI, we foster a sense of ownership and collaboration among our team members. We're not just a group of employees - we're a unified team working together towards a shared vision. Our company culture promotes diversity and inclusivity, and we prioritize work-life balance. Our perks include a hybrid work environment, flexible hours, and bonuses.

Based in Vancouver, Canada, Browse AI has been recognized as one of the fastest-growing early-stage SaaS startups globally in 2023, ranking in the top 1% in various benchmarks. We reached profitability 1.5 years after launch with users in every country with internet access. Over 80% of our revenue comes organically - through word of mouth and search.

We're not just another startup - we're a community of 250,000+ on a mission to redefine how information on the web is accessed and used. Join us in our journey from a 10-person startup to a company that unlocks the Internet's full potential for billions of people.

Why join Browse AI

  • Join one of the fastest-growing startups and be part of going from 250,000 users to tens of millions.

  • Working at an innovative startup that is profitable and well-funded gives you the best of both worlds: The fast pace of learning and growth and the life-changing financial rewards of working at a startup, with the job security and stability of established companies.

  • Build a disruptive product using cutting-edge technologies and level up your skills every few months.

  • Enjoy working in a positive environment with team members who all care about each other.

  • Hybrid Working

  • Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.

  • Biweekly social hours where we play and socialize with each other.

  • Biweekly team workshops to foster learning and growth.

  • Competitive salary

  • Annual team retreats.

  • Health insurance.

  • Flexible vacation and personal leave policies.

  • Straight-forward hiring process with a minimal number of meetings.


Responsibilities

  • Managing incoming tickets, problem identification, and documentation.

  • Troubleshooting and resolving product-related technical issues and effectively answering user's tickets.

  • Preparing POC (proof of concept) for customers/prospects when necessary.

  • Identifying patterns in recurring customer challenges and recommending product enhancements to improve user experience.

  • Analyzing and reporting software-related glitches with the engineering team.

  • Communicating with customers via email/CRM within established time frames.

  • Delivering product demonstrations and guiding customers to understand our product better.

  • Scheduling 1:1 meetings with customers when necessary.

  • Building strong and long-lasting customer relationships, owning the relationship through proactive and reactive engagements.

  • Gaining a deep understanding of user experience with our product and gathering effective feedback for continuous improvements and immediate correction.

  • Pro-active approach toward the achievement of team and company goals.

  • Communicating the problems, solutions, and best practices and collaborating with cross-functional teams to ensure seamless integration of Browse AI's platform.

Skills

  • Passion for developing a user experience that users will love and remember.

  • Solid technical background in front-end coding and understanding of software development.

  • Advanced knowledge of tools like MS Office, Google G-suite, CRM, and platforms like Helpscout and Hubspot.

  • Capability to quickly learn new software and tools.

  • Proficiency in English is a must, both written and spoken.

  • Excellent interpersonal and communication with strong attention to detail.

  • Exceptional customer service skills with a talent for building rapport with customers.

  • Team player in a fast-paced, dynamic environment, able to work proactively.

  • Strong problem-solving skills with a hands-on approach.

  • Skilled at effectively working with cross-functional teams.

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