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Customer Support Representative

2 months ago

British Columbia, Canada SiteMax Systems Inc. Full time

Job description

SiteMax is seeking a motivated, passionate individual, who can help us continue to build a great experience for our rapidly expanding customer base across North America and beyond. We are looking for a technical individual based in central Canada who can help us maintain our service quality and can quickly contribute and take ownership of inbound requests.

We are a group of motivated individuals who are driven to create change in our industry. We want to have great people achieve this with us (more below).

In this role, you will enable our customers to manage their projects, people and resources, all of which contribute to the construction management process delivered through SiteMax mobile & desktop apps. You will need to intuitively understand our customers' issues, and solve or use internal resources appropriately to rapidly provide viable solutions.

Additionally, you will proactively help identify ways they can use SiteMax' features to improve their processes for capturing and tracking critical project details each day.

You will be a key contributor to our self-serve offering and proactive assistance.

To be successful in this role, you will need to be resourceful, responsible and driven to quickly understand both SiteMax and the environments in which our customers operate. Our passionate, supportive team is fully committed to our people and customers’ success and to making SiteMax the industry's new construction management software reference.

Responsibilities:

  • Prioritize the support queues (multichannel) and SLA delivery
  • Solve issues and questions through emails, chat and phone
  • Provide an excellent experience, managing expectations, resolution and escalation
  • Troubleshoot product issues and bugs and capture relevant info for our dev team
  • Help improve SiteMax’s self-service content and overall documentation
  • Keep internal and external communication up to date
  • Participate in new feature testing and delivery

Need to Have’s:

  • Eligible to work in Canada or the US
  • On a PST or MST zone
  • At least 1 to 3 years experience in a customer-facing role, preferably in support within a SaaS (Software as a Service) company
  • Experience supporting customers through support software (Intercom)
  • You are a fast learner, are already technical and can work independently as well as in a team
  • It would be considered an asset to have a background in construction
  • You know your way around software quickly and can use Jira, Intercom, Hubspot, Slack, Google…
  • You have access to a work environment that encourages productivity and guarantees high-quality online meetings

Nice to Have:

  • You are an early adopter and embrace new technology before most of your friends
  • The tech start-up industry is where you want to be
  • You thrive in a fast-paced, high-volume environment
  • You are a problem solver by nature and love helping others
  • You can navigate through difficult conversations and stay calm under pressure
  • You can translate technical talks with engineers to basic users

Job Type: Full-time

Salary Range: $50,000 to $60,000 per annum, based on experience.

Working hours: 08:00 am to 05:00 pm PST .

Benefits: Medical & Dental Benefits.

Xtras:

  • 100% remote with bi-yearly gathering in Vancouver.
  • High growth environment with a culture of promoting from within
  • Mac provided, with up to $500 credit to set up or improve your home office
  • Work with industry leaders that encourage initiatives and ideas

About Us

SiteMax is a growing company of like-minded people who are focused on one thing: delivering on the needs and wants of our customers to a level where they spread the word of their experience. Our product is a construction management platform that serves as a hub for construction activities both in the office and in the field. We are a very focused group of business developers, engineers and industry professionals, with a genuine connection to our product and customers. We work hard at connecting the dots in the business and with ourselves. We are innovative, creative and driven and are looking for people who want to be part of our purpose. We develop and help our people and plan how to get the most out of the time we all spend together, so as you grow, we will support your ambitions and motivations.

Recruiting Process:

  • Initial application with Resume and Cover letter - first selection within 5 days
  • Selected individuals will be sent a test to complete on your own time - second selection
  • Shortlisted individuals will be meeting with the Team on a screen-share, ideally in your working environment - last selection
  • The final candidate will have an opportunity to meet with our CEO and VP - offer made