Technical Support Specialist

6 months ago

Victoria, Canada Checkfront Full time

**About us**

Join the adventure and innovate with a talented team that’s pushing the capabilities of experience management Empower thousands of tour and activity operators.

We’re one of Canada’s top SaaS growth companies located on beautiful Vancouver Island. As the industry's leading independent booking software, we have customers who run businesses in fascinating destinations all over the world. We have over 5,000 businesses using our platform and have processed over $8.1B in bookings to date, operating in 136 countries and 36 languages.

**Life at Checkfront**

At Checkfront, people empower others by providing opportunities for growth and learning, fostering teamwork and encouraging ideas. We support the wellbeing of our employees and dedicate our overall efforts toward a positive employee experience.

We value psychological safety and transparency across all levels of the organization, and as a result, there is a tremendous sense of camaraderie and support felt throughout the company. Everyone is caring about teammates and passionate about their work.

We are committed to upholding the values of diversity, equity, and inclusion. In pursuit of this, we actively seek new members who will work respectfully and constructively with our team, propelling our company and the community forward.

There are also fun events throughout the year; skiing, cabin getaways, fireside chats, holiday parties, and more Do you prefer a flexible work location? That’s great Whether you are at home or in-office, we aim to provide an inclusive environment.

**About the Job**

We have an exciting customer base of owners and operators that provide tours, activities, and accommodation experiences, and our specialists are key to helping them meet their complex business needs using the Checkfront platform. If you enjoy **problem solving and get excited to provide solutions**, keep reading.

We work regularly scheduled, rotational, team-based shifts to support our customers. We’re here to delight our customers with friendly, accurate, and timely technical support. We believe in work/life balance, career development, and good culture.

**Please note this position is for our evening team, working 4:00 pm-midnight Pacific Time. **There is a possibility of a schedule change after the first year of employment. Any such adjustments will be communicated in advance.

We value open communication and are committed to providing a supportive work environment that considers the needs and preferences of our team members while providing excellent support to our global customer base.
- The preferred location for this role is Victoria, BC, but we are open to hiring remotely within British Columbia._

**Some tasks you’ll be taking on**
- Troubleshoot configurations and integrations while providing working solutions in a timely fashion
- Investigate and report bugs
- Escalate issues to senior support team members or our development team as necessary and reply back to the customer when resolutions are available
- Perform other various assigned tasks such as internal and external document creation, customer training, video tutorials, and communication and process improvement

**You are**

An engaged team member who demonstrates strong analytical and critical thinking skills, and loves asking open-ended questions that really get to the root of the matter.

**Ideally, you have**
- Excellent command of the English language, both written and verbal
- Creative thinking and strategic problem solving skills
- Previous experience with technology-based solutions
- Advanced troubleshooting and problem-solving skills
- Positive customer-focused attitude
- Experience in a customer experience support or customer service role
- An excellent technical aptitude
- Don’t meet all of our requirements exactly, or have some gaps in your resume? We’d still love to hear from you Use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable._

**Bonus points for**
- Experience using tools such as Zendesk, JIRA, Google Apps
- Proficiency in WordPress, and other CMS integrations such as Squarespace
- Familiarity with payment providers (Paypal, Stripe, Square, Authorize.net)
- A technical degree or certificate
- Understanding of HTML, CSS and exposure to programming languages
- Familiarity with the hotel/tour/activity/rental industry
- Fluency in other languages is an asset

**You get**
- A company that values work-life balance
- Vacation, personal days, health days, paid volunteer day
- Extended health benefits and EAP program
- Parental benefits
- Professional development allowance
- Mentorship program
- A newly renovated (as of May 2020) “tourism themed” office space in downtown Victoria (unless you’re remote)

**Ready to apply?**
- Checkfront acknowledges and respects that we work, learn, and innovate on the unceded Coast Salish Territory of the Lekwungen & WSÁNEĆ na

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