Customer Support Specialist

3 weeks ago

Toronto, Ontario, Canada B2B Wave Full time

About B2B Wave

B2B Wave is a leading eCommerce Software as a Service (SaaS) platform tailored for wholesale distributors, brands, and drop-shippers. Our solution empowers businesses to effortlessly establish their private B2B ordering portals, streamlining the management of orders, product catalogs, and pricing information, ultimately saving time and resources.

Our diverse team operates across Canada, Europe, and Asia, supported by prominent venture capitalists and a robust clientele spanning from the United States to New Zealand. We are in search of a driven individual to contribute to our continued growth.

We provide a supportive work environment that includes remote work options, comprehensive health and dental benefits, and the chance to collaborate with esteemed companies worldwide.

About the Role

We are seeking a talented technical support specialist with relevant experience to enhance our semi-remote team. In this role, you will have the opportunity to engage with businesses from various regions, utilizing asynchronous communication methods such as email and Loom videos, while also participating in Zoom calls as necessary during your working hours.

As a crucial component of our clients' success, your ability to provide timely and accurate support will be essential. Key responsibilities include:

  • Addressing customer support inquiries promptly and accurately through various channels including phone, chat, email, and Zoom calls
  • Coordinating onboarding sessions with new clients to assist them in setting up their accounts and maximizing the benefits of our B2B eCommerce platform
  • Guiding customers in uploading their product and customer data and establishing integrations
  • Gathering bug reports and feature requests to relay to the development team
  • Updating frequently asked questions and support documentation
  • Proactively scheduling calls with clients to gather feedback, address inquiries, and support them in achieving their objectives
  • Assisting clients with minor visual adjustments to their B2B eCommerce portal using HTML/CSS

Requirements

We are looking for a metrics-driven technical support specialist who will play a vital role in B2B Wave's growth, possessing the following qualifications:

  • A strong customer-centric approach
  • At least 2 years of experience in a relevant role (Customer Success or Customer Support)
  • Minimum of 2 years managing content for eCommerce platforms (such as Shopify, WooCommerce, Magento, etc.)
  • Basic knowledge of HTML & CSS
  • Intermediate proficiency in Microsoft Excel
  • Outstanding written and verbal communication skills
  • Comfortable engaging with clients through phone, chat, email, and video on a daily basis to ensure their success

Preferred Qualifications

  • Familiarity with the B2B software ecosystem, including ERPs (NetSuite, Sage), accounting solutions (QuickBooks, Xero), inventory, shipping, and payment solutions
  • Practical experience with JavaScript, Liquid template language, and RESTful APIs
  • Experience with automation tools like Zapier or Integromat
  • Quality Assurance experience

Benefits

  • Comprehensive medical, dental, and vision benefits
  • Hybrid work model (2 days in the office, 3 days remote)
  • Training budget for books and online courses
  • Provision of tech equipment for your home office

Job Type

  • Permanent full-time position

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