Technical Support Specialist

Our Story $0 to $12 million ARR in 2.5 years with 6 people and zero funding. And we're not done yet - now at $25 million ARR with 40 people, we're looking for energetic support professionals to help facilitate our growing business. Retention.com builds dynamic solutions for ecommerce brands that drive measurable ROI, are easy to implement, and help marketers get more out of their first-party data. Our products allow businesses to turn anonymous website visitors into revenue-generating and engaged customers. The Retention.com Technical Support Specialist provides top notch email support and occasional video/phone support for our customers. Reporting to our Senior Technical Support Manager, the ideal candidate will be enthusiastic, collaborative, and be a driven problem-solver to make an impact at a fast-growing company. This is a great opportunity to get your foot in the door early and earn the potential for growth. The responsibilities: Manage support tickets/emails/internal requests in a timely manner Possess a problem-solving driven approach, which prioritizes understanding and resolving issues rather than starting with a pre-determined solution Make recommendations for product functions and features to improve customer satisfaction and product performance Triage and troubleshoot issues that originate from our products, a clients' email service provider or other integrated software Triage and escalate issues or bugs in JIRA for our engineering team Be able to create, improve and document processes in a technical writing format to improve the experience for both internal and external stakeholders Act as the designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements Troubleshoot potential script issues/errors on client websites Investigate and troubleshoot potential issues in client's ESPs or CPLs We want to work with you if you: Have 2 - 3 years of experience in customer service or a customer facing role Have 2 - 3 years of experience in technical support Are an independent and motivated problem solver Are organized and detail oriented - you hate loose ends Able to intake weekly updates & changes to products/processes regularly Are a self-starter, able to own, flex, and iterate on processes as the org grows Have a natural curiosity, a drive to proffer solutions to problems and a passion for innovation Possess a natural empathy and patience: you can put yourself in someone else's shoes and genuinely enjoy talking to and helping people Are a savvy multi-tasker, comfortable handling multiple issues at once Can translate complex information and details into more simplified explanations for a non-technical audience Have experience working at a startup, or are comfortable working as an active participant in a fast-paced, remote environment Have email marketing experience and/or knowledge (bonus) Have an existing knowledge of or an interest in AI (bonus) Required Skills: Experience with JavaScript, HTML and CSS (you do not need to be an engineer/coder for this job) Experience with website troubleshooting - using the command console to diagnose live issues Experience working with eCommerce & website building platforms (ie. Shopify, Wordpress - WooCommerce etc) Experience working with Email Service Providers (ie. Klaviyo, Bloomreach, Attentive etc) Technical writing experience - able to document processes as they are developed Excellent written and verbal communication skills - able to quickly internalize company and industry-specific vocabulary Experience with Slack, Intercom, JIRA and Sidekiq (bonus) The Perks: 100% remote work environment CAD 75k to 85k base salary Health and wellness stipend Solid work-life balance with a flexible time off policy Potential for professional advancement as Retention.com grows An energetic, collaborative team Note: This role is structured as a salaried contractor position. For further information, check out Retention.com is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.