Customer Support Representative

2 weeks ago

Vancouver, Canada Penny AI Full time

Chris and David started Penny AI in 2018 in Squamish, BC (a bit north of Vancouver) after seeing an opportunity to solve a massive problem for millions of direct sales consultants around the world. We have now grown to a team of 90+ located across Canada and the United States. Penny has tens of thousands of users across four continents who trust Penny to help run their businesses.
Penny is on an upward trajectory with backing from top-tier Venture Capitalists in New York, San Francisco, Boston, Toronto and Vancouver. As we grow our team, we don’t expect everyone to know every answer. You may build something that fails spectacularly, and that’s ok. What is important is that you remain humble, you laugh a little, you learn, and together we find a way to succeed.
Diversity, inclusion and belonging are one of our core values and as we expand we are committed to finding talented people from a wide range of backgrounds, experiences and perspectives.
Learn about our hiring process here.
**The Role**

Penny AI is looking to add an exceptional individual to our Customer Success team in Vancouver, BC. If you have a history of providing great customer service and support, the ability to communicate effectively, and are known for your troubleshooting skills, keep reading. You will be responsible for providing high-quality customer care and tech support to a steady stream of Penny customers around the world, building and sustaining relationships, and tracking user feedback. If you’re friendly and fun, quick and efficient, we would like to hear from you

*
Responsibilities*
- Identify customer needs and help customers use specific product features and guide them through the functionality and how-to-use Penny App
- Troubleshoot software and hardware issues for end-users and analyze and report product malfunctions
- Share feature requests and effective workarounds with team members
- Assist in training junior Customer Success Representatives
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Take ownership of customers issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions
- Maintain an orderly workflow according to priorities
- Cleverly communicate in writing within tight constraints, while driving an awesome, wow-ing experience for our users
- Pass on issues to senior customer success representatives when needed

**About you**
- You love working with people in helping them succeed with their brand new Sales Assistant (Penny)
- You have rare people skills which allow you to get out in front of problems and proactively help users with potential troubles
- You are patient, empathetic, and understanding, especially when the end-user is misinformed or confused about something tech-related
- You’re competent with computers, have great typing skills, and can communicate clearly and effectively online
- You are curious and driven by the success of others
- You enjoy the opportunity to educate and train end-users
- You love to communicate in writing, are obsessive about the details, and do all this with a big smile on your face

**Requirements**:

- Experience as a Customer Support Specialist or similar CS role
- Ability to work on weekends and flexible shifts
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Ability to work on weekends and evening shifts
- Excellent communication, presentation & problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Track record of over-achieving quota
- Customer orientation and ability to adapt/respond to different types of users
- High school diploma

**Benefits**
- Competitive pay and a slice of the pie (aka - stock options)
- 4 weeks of paid vacation plus statutory holidays, and your birthday off
- Start-up culture with an opportunity to make an impact in your role and our team immediately
- Excellent on-the-job learning opportunities to grow your skills
- Internet Allowance
- Health & Wellness Allowance
- Paid Sick/Wellness Days
- Paid Maternity/Parental leave
- GRSP Account (or 401K in US)
- Extended Healthcare Plan
- Learning & Development Allowance
- Childcare Allowance
- Flexibility to work from home and the office
- Join a friendly, progressive team who like to organize fun activities and celebrate all-round awesomeness

**Diversity, Inclusion and Accessibility**

**Salary**: $45,000.00-$50,000.00 per year

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