Customer Support Specialist
3 weeks ago
**Knak is a mission-driven company**
Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...
**_ Empowering people to be creative._**
That's why Knak exists.
Oh, and we have a bit of fun while doing it, too
**The Role**
Our Customer Success team is looking for a Customer Support Specialist to join the team. This position is a fully remote role. We are seeking someone based on the West coast to provide extended coverage working 10-6pm PST. They will assist customers with any issues or questions they have with our product to ensure they get the most out of Knak as possible. As an expert with our product, you will be a point of contact with our customers and will be vital to their success.
**Your responsibilities**
- Be an expert with the Knak platform
- Assist in creating and maintaining help documentation and support videos
- Gather customer feedback and enhancements and share with our Product, Sales, CS and Marketing teams
- Being proactive to triage support tickets and liaise with the Dev team to ensure tickets get resolved in a timely manner
- Monitor customer health and reach out to assigned CSM to assist in providing a solution/support
- Share feature requests and effective workarounds with team members & customers
- Be the advocate for the customer by Identifying needs and help customers adopt features
**What you should have**
- Customer service experience, preferably in a Saas/Tech environment
- Ability to empathize with customers with strong multitasking skills
- Be excited by technology, love solving problems and passionate about helping others.
- Exceptional problem solving and communication skills
- Experience writing and maintaining support documentation
- Working knowledge of customer facing solutions such as Intercom and Zendesk would be an asset
- Ability to thrive and adapt in a fast paced work environment that is continuously evolving
- Be a Self Starter
**What We Offer**
At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.
We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa's Best Places to Work 2022 We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.
If this sounds like something you're looking for, then we'd love to hear from you
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