Customer Success Representative

1 week ago

Kitchener, Ontario, Canada RideCo Full time
About the Role

RideCo is seeking a highly skilled Technical Customer Support Representative to join our Customer Success & Operations team. As a key member of our support team, you will work directly with clients and internal stakeholders to ensure seamless support and high customer satisfaction.

Key Responsibilities
  • Provide exceptional customer support via email and telephone, ensuring timely and accurate responses to customer inquiries.
  • Collaborate with internal teams to resolve customer issues and meet contractual agreements.
  • Develop and maintain documentation for internal training material and the customer-facing knowledge base.
  • Identify, reproduce, and log product defects, as well as record all customer interactions in Salesforce.
  • Participate in the incident response process, including scheduled on-call shifts.
  • Assist implementation teams as required.
  • Perform other duties and projects as assigned.
Preferred Qualifications and Experience
  • 3+ years of technical support or related experience.
  • A passion for delivering exceptional customer experiences.
  • Good understanding and experience using MS Office Suite and/or Google Workspace.
  • Experience with tools such as Salesforce, Zendesk, JIRA, and Confluence would be an asset.
  • Demonstrated problem-solving abilities in a technical setting.
  • Ability to utilize sound judgment and manage multiple priorities with a sense of urgency.
  • Availability to travel to client sites within Canada and the US up to 20% of the time.
  • Ability to anticipate and identify internal and external client needs and make appropriate recommendations.
Compensation and Benefits
  • Base Salary: $50K - $65K + performance-based bonus + stock options.
  • Work-Life Balance & Additional Perks: Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, and a casual dress code.
  • Benefits Plan: Medical, dental, prescription, life/health spending accounts, and more.

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