Client Support Representative

7 months ago

Halifax, Canada LifeRaft Full time

This Client Support Representative (CSR) role will deliver services to support the client’s day-to-day needs related to using the Navigator platform. This role will be responsible for maintaining agreed-upon service levels and following up as needed with the appropriate teams to ensure we’re providing timely problem resolution to our wide range of clients. Further responsibilities include; technical training, sharing of best practices, and general operational support, including escalations, answering support tickets, and being a technical resource for our clients and Liferaft employees.

**What You Do as a Client Support Representative**:
Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical and support questions and concerns

Investigate and resolve customer complaints or concerns in a timely and empathetic manner. Escalate complex issues to the appropriate departments when necessary. Follow up with customers to ensure their issues are resolved to their satisfaction.

Develop and maintain excellent client relationships while meeting and exceeding client service level agreements (SLAs).

Efficiently troubleshoot reported issues or questions in detail to diagnose and differentiate between product and non-product issues to provide accurate, valid, and complete information to our customers

Analyze, triage, and escalate customer support issues internally with necessary stakeholders on the CX, Product, and Engineering teams.

Use troubleshooting techniques and tools to identify the root cause of issues

Liaise between CSMs, Account Managers, and Product Development stakeholders to effectively communicate and resolve technical customer issues on time

Gather customer feedback, insights, and challenges to communicate internally for continuous product improvements and feature enhancements. Act as a strong advocate for our customers within the organization.

Help optimize Support processes and workflows to accommodate the growth and scalability of the Support team, ensuring efficient and effective Support delivery.

Collaborate with cross-functional teams to create and maintain a comprehensive knowledge base. Develop and update support documentation, training, and self-help resources to empower customers and Support team members.

Be available to work on-call as part of a rotational schedule.

**Requirements**:

- Previous experience in customer support or a related role, preferably within a fast-paced and technology-driven environment.
- Excellent verbal and written communication skills, with a professional and courteous demeanour.
- Strong problem-solving skills, the ability to think quickly on your feet and a keen eye for process improvement opportunities.
- Patience and empathy when dealing with customers, maintaining composure in challenging situations.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Familiarity with customer support software and tools, such as ticketing systems and knowledge base platforms, is preferred.
- Detail-oriented with strong organizational skills to maintain accurate records and documentation.
- Ability to work independently and collaboratively as part of a team.
- Exceptional organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Passion for delivering exceptional customer experiences and a dedication to ensuring customer satisfaction.
- Ability to work collaboratively across teams, fostering strong relationships and promoting a positive work environment.

**Benefits**

**WHY LIFERAFT?**

We pride ourselves on our innovative spirit and determination to help solve new challenges developed by the complexities of open-source data. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe - making a real impact in the world we all live in.The diversity of our team is integral to our success. We are a team of passionate and supportive individuals and pride ourselves in fostering a collaborative, innovative, and fun culture.

We offer our team:

- Attractive & competitive compensation plan & benefits
- Investment in personal and professional growth
- Remote work/office space (with dogs) with flexible hours
- Flexible time off - Take a minimum of 15 days/year with no cap beyond
- Health Benefits & $750 Yearly Lifestyle Subsidy
- Diversity & Inclusion Committee
- Hilarious authentic co-workers & fun social activities

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