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Customer Support Specialist

4 months ago

Montréal, Canada Merinio Full time

Doit parler Français et Anglais / Must speak French and English.

Doit vivre au proche de Montréal

At Merinio we offer a dynamic and flexible work environment. Our management style is focused on goal achievement, not micromanagement. Following a recent Venture Capital investment, the team is expecting to double its headcount and expand its footprint in Canada and in the United States.

We are looking for a person that is responsible for empowering customers to successfully use the Merinio platform. The CSS is an expert in the Merinio platform and helps users with any question they have.

**Responsibilities**
- Troubleshooting technical issues, finding solutions for customers, testing, forwarding and tracking bugs.
- Providing product education and guidance to customers to help them get the most out of the software.
- Keeping track of customer interactions and documenting all correspondence in the company's CRM system.
- Escalating complex customer issues to the appropriate team for resolution.
- Deliver help content to customers by writing knowledge base articles and use cases in order to scale the service and the added value for stakeholders
- Monitoring customer satisfaction and feedback, and using it to make improvements to the software and support processes.
- Keeping up-to-date with product updates and new features to provide accurate information to customers.
- Working closely with other teams such as product development, sales and marketing to ensure a seamless customer experience.
- Identifying patterns in customer inquiries and making recommendations to improve the software or support processes.
- Continuously developing product knowledge and staying up-to-date with industry trends and best practices.

**What we offer**
- Modern office space
- Dynamic and experienced team
- Work-life balance culture: work, fun, family
- Collective insurance from hiring date
- 3 weeks basic holiday per year
- 3 days mobile holiday & sick days per year
- Flexible remote schedules with a minimum presence of one day/week day at the office
- Time Off: possibility of unpaid leave
- Free access to the Gym with access to a trainer
- Free workout classes: Spinning, Yoga, Boxing, HIIT, Skating & Hockey
- Free coffee & beverages
- Team building activities throughout the year
- Ice skating / Basketball rink

**Prerequisites**
- Passion for customers and problem solving
- A people person
- Great communicator written and spoken (French/English)
- Creative Problem Solving Skills
- Ease to use software

**Asset**
- Open to learn
- Experience in customers success

**Core Value**

Curiosity and Initiative

Accountability and Integrity

Pleasure and Synergy

Join our **ship** for an exceptional adventure :)

**Customer Success Specialist (CSS-202302)**

Chez Merinio, nous offrons un environnement de travail dynamique et flexible. Notre style de gestion est axé sur la réalisation des objectifs, et non sur la microgestion. Suite à un récent investissement en capital de risque, l’équipe prévoit de doubler son effectif et d’étendre sa présence au Canada et aux États-Unis.

Nous recherchons une personne chargée de donner aux clients les moyens d'utiliser avec succès la plateforme Merinio. Le CSS est un expert de la plateforme Merinio et aide les utilisateurs pour toutes questions.

**Responsabilités**
- Répondre aux questions des utilisateurs
- Trouver la meilleure solution possible pour un utilisateur en cas de problématique
- Test, transfert et suivi des bugs
- Suggère des solutions d’amélioration pour le produit
- Support lors des déploiement et des campagnes d’engagement
- Représente la compagnie face au client
- Comprendre les besoins des clients afin de les aider à atteindre les résultats souhaités
- Rédiger les outils d’aide aux utilisateurs
- Répondre aux demandes des clients et fournir une assistance via divers canaux tels que le chat, le courrier électronique et les médias sociaux.
- Résoudre les problèmes techniques, trouver des solutions pour les clients, tester, transmettre et suivre les bogues.
- Fournir une formation et des conseils sur les produits aux clients pour les aider à tirer le meilleur parti du logiciel.
- Suivre les interactions avec les clients et documenter toute la correspondance dans le système CRM de l'entreprise.
- Faire remonter les problèmes complexes des clients à l'équipe appropriée.
- Fournir du contenu d'aide aux clients en écrivant des articles
- Surveiller la satisfaction et les commentaires des clients
- Se tenir au courant des mises à jour des produits et des nouvelles fonctionnalités pour fournir des informations précises aux clients.
- Identifier les tendances des clients et faire des recommandations pour améliorer le logiciel.

**Ce que nous offrons**
- Espace de bureau moderne
- Equipe dynamique et expérimentée
- Assurance collective à partir de la date d'embauche
- 3 semaines de vacances de base par année
- 3 jours de congés mobiles et d