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Customer Support Specialist

7 months ago

Toronto, Canada The Value Builder System Full time

**At** The Value Builder System, our goal is to change the world for the better. **Today, small business owners work their entire lives only to earn pennies on the dollar when they sell their business. Our mission is to make a positive difference for one million small business owners by the year 2030.

**_
Could this be you?_**

**What You'll Do: (Job Description)**

We’re looking for a Customer Support Specialist who will work closely with the Customer Success and Product team.

**Your day-to-day responsibilities include**:

- Reproducing, analyzing, and troubleshooting requests and issues submitted internally or by customers. Identifying any bugs, enhancements, or user errors. Triaging and documenting, and ensuring the issue is resolved in a timely manner.
- You will help advocate on behalf of customers by participating in product prioritization and release meetings.
- Communicating and managing expectations of customers.
- **Identify way**s** to improve service **- as front-line support, you will often start to see themes to inquiries and tech issues. You will use your problem-solving skills to identify these themes and pro-actively and more efficiently support our customer’s success.
- In addition, you can identify activities and processes that could be streamlined while maintaining or improving our customer success.
- **IT/Tech Support** - Day-to-day support and troubleshooting of internal-facing software and hardware. Ensure the issue is resolved by tech team in a timely manner.
- **Quality Assurance (QA) testing -** Carry out product acceptance testing as part of Software Development Lifecycle under the direction of dedicated Quality Assurance team members.
- Assist with the effort to develop, refine, and extend test plans.
- Log defects and track them proactively and follow them through to closure.
- Assist with Test Estimations and Sprint Planning effort

**Is This You? (What we're looking for)**:

- **You l**o**ve process and administration - **you can easily execute on any administrative task you are handed and enjoy the feeling of helping others complete the administrative side of their projects.
- **You are technically minded** - you are familiar with most internet browsers, understand basic coding (can inspect embed coding on websites for example) and can investigate and solve basic technical issues without outside support.
- **You’re **a clear and concise communicator** - you provide instructions in such a way that no customer is left confused.
- **You are customer-centric **- if nothing gives you greater joy than making customers feel like they are getting a world-class customer experience, then this role was made for you.
- **You’re a juggler.** There are always multiple priorities in this role, so being able to prioritize, plan, and not get distracted is essential.
- **You** are a self-starter**. **You will watch YouTube vids, read the Help sections, and proactively figure out how to troubleshoot whatever you’re having trouble with. You’re a learner.
- **You’re good at puzzles and Where’s Waldo.** You see things others don’t. Your attention to detail and critical thinking skills helps you solve any puzzle put in front of you.
- **Ready to hang your hat.** You’re looking for a place that will grow you as a professional. You want a team of people you can be loyal to. You want to feel fulfilled by your work.
- **You’re gritty. **You’ve got the drive and discipline to do the work. You’re not expecting a clock-in-clock-out job.
- **You are interested in growth. **You want to be part of a fast-growing company and in a role where your opinion counts in shaping your success.
- **You love technology. **You follow the latest tech news and maybe have worked for other SaaS companies in the past.
- **You love a good process.** There’s a saying that success is 1% idea and 99% execution, and that’s true for this role. This is a “doing” job, and you are detail-oriented and can establish processes to contribute to your success.

**Tactical Skills**:

- **Experience **- you have a minimum of 1-year customer service or administrative experience and bonus if you have experience in a SaaS-based company or small company.
- **Technology**- required - Outlook, Zendesk & Jira (or similar ticket tracking /task tracking software), Salesforce (or similar CRM) and basic HTML knowledge.
- Nice to have - Hubspot, GoToWebinar, and Mailgun
- QA & Testing technical experience would be an asset but not required.

**Do You Believe What We Believe? (Our Values)**
- We believe in having a growth mindset, tackling challenges with our glass-three-quarters-full attitude.
- We believe in doing the important things first.
- We believe in being professional. We own up to mistakes. We're allergic to people who make excuses.
- We believe that opinions are cheap. We're metrics people. Data is the raw material of true insight.

**Why You’ll Love It Here (3**_ Reasons to Join_**)**
- Play a Role in ‘