Customer Support Specialist

6 months ago

Vancouver, Canada Recollective Inc. Full time

**Who We Are**

Recollective is the world’s leading online qualitative research platform. Over the past decade, we've worked with some of the largest and most ambitious organizations to help them engage with their target audiences to gain valuable and actionable insight.

With an award-winning suite of powerful research functionalities supported by highly skilled in-house research and service professionals, Recollective makes it easy for our customers to conduct their research online. Whether as a fully customizable DIY solution or implemented with the support of our growing network of global service partners, Recollective is in use at thousands of organizations around the world.

Find out more about us and our story here

**Who You Are**

As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers.

**Role Responsibilities**
- Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
- Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
- Provide discrete in-app support during live research sessions for customers
- Document customer experiences and formal feedback
- Support and collaborate with Recollective's product and sales teams
- Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed

**Required Skills and Experience**
- Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately
- University or College degree or diploma in any discipline
- Ability to empathize with the customer and provide an exceptional support experience
- Experience leading live video and screen sharing sessions
- Self-starter that is able to work unsupervised, effectively and committed to continuous learning

**Location**

This position is open to all applicants located in British Columbia and willing to work within the Pacific Time Zone.

**____________**

**Working at Recollective**

Some people excel in a more formal hierarchy, with a precise job description or in an environment where your path forward is pre-defined in a traditional way.

This is not that kind of place. At Recollective, everyone is a driver - there are no passengers and no excuses as we continue to build our company together.

If you are customer-obsessed, inspired to find your own new challenges and opportunities, energized by fast-paced change, and driven to blaze our own trail click here to find out why you will love it here.

**Our Core Values**

Read more about each of our core values below:

- Transparency
- Drive
- Excellence
- Humanity
- Team

Here is what else you can expect when joining Recollective in this role:

- We offer competitive compensation and reward people based on performance
- Comprehensive health benefits including a generous healthcare spending account (Health, dental, vision etc.)
- 3 weeks' vacation, 3 personal days each year, and a flexible statutory holiday policy
- Generous Group RRSP matching and much more..
- ____________________________________

We want to be sure that everyone is able to participate fully and equally in our selection process. If you are selected for an interview, please let us know if you require any special accommodation.

Recollective is committed to protecting our job applicant's personal information. We gather, store and handle data fairly, transparently and with respect towards individual rights. By applying, you declare that you have read, understand, and consent to our Job Applicant Privacy Policy.

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