CUSTOMER SUCCESS SPECIALIST

2 weeks ago

Montreal, Canada High Tech Genesis Full time

WE'RE HIRING Your next chapter starts here. At HTG, you’ll push boundaries with the latest tech and collaborate with a team that loves what they do. Be part of a design services company that is amongst the world’s leaders in technology and innovation. Responsibilities Respond to customer inquiries via email, phone, chat, SMS/WhatsApp and in‑app support with professionalism, empathy, and accuracy. Own and resolve customer issues, coordinating across teams and escalating when necessary. Guide customers & installers through onboarding and ensure they feel supported at each touchpoint. Partner with revops, marketing and product teams on communications, campaigns, and content creation (FAQ, knowledge base, proactive emails). Support product and operations teams with testing, reporting bugs, and documenting patterns from support trends. Identify improvement opportunities across the customer journey and contribute to cross‑functional projects. Contribute to the development and continuous refinement of customer service documentation and training. Maintain a customer‑first, feedback‑informed service mindset. Grow within the support team by deepening product expertise and stepping into Level 2/3, product, IS or Eng specializations over time. Qualifications 2–4 years of experience in customer support, success, or similar customer‑facing roles. Experience working cross‑functionally with sales, operations, and marketing teams. Outstanding verbal and written communication skills in English (French, Spanish, Mandarin/Cantonese is an asset). Proven ability to stay calm and composed in high‑pressure or ambiguous situations. Demonstrated passion for technology, sustainability, and learning. Comfortable using ticketing platforms, CRMs, and support tools (e.g., Dynamics 365, Jira/Salesforce, Intercom) and contact center omnichannel (Talkdesk, Genesis, etc.). Self‑starter, resourceful, and solution‑oriented mindset. Willingness to work flexible shifts, including early mornings, evenings, or weekends as needed. Strong organizational skills and ability to manage time independently. Physical Requirements Prolonged periods sitting at a desk and working on a computer. Occasional onsite participation or hands‑on testing may be required. High Tech Genesis Inc. is an Equal Opportunity Employer. Diversity and inclusion are at the core of our values. Please advise High Tech Genesis of any accommodation measures you may require. Applicants must have the legal right to work in Canada. Kindly submit your resume in MS Word format upon application for this position. Referrals increase your chances of interviewing at High Tech Genesis by 2x. #J-18808-Ljbffr

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