Customer Support Specialist

4 weeks ago


Newmarket, Ontario, Canada Jagger Full time

Position Overview: We are seeking a dedicated Customer Support Specialist to provide exceptional assistance to our clients, focusing on both new and existing users of our platform.

Key Responsibilities:

  • Respond to customer inquiries through various communication channels in a professional and timely manner.
  • Troubleshoot and resolve issues related to workforce management software, escalating complex cases to advanced support teams as necessary.
  • Guide users through the features and functionalities of the product, offering training and support to enhance their experience.
  • Maintain accurate records of customer interactions and issues within the support ticketing system.
  • Collaborate with internal departments, including Product Development and Sales, to identify and report software bugs or usability challenges.
  • Contribute to the creation and upkeep of support documentation, FAQs, and knowledge base articles.
  • Engage in team meetings and training sessions to continuously improve skills and knowledge.

Qualifications:

  • Bachelor's degree is preferred.
  • A minimum of 1 year of experience in a customer support role, ideally within a technology or software context.
  • Strong technical skills with the ability to quickly grasp complex software applications.
  • Excellent communication and interpersonal abilities, capable of conveying technical concepts clearly.
  • Familiarity with support ticketing systems and customer relationship management (CRM) tools.
  • Must reside within a reasonable commuting distance and adhere to a hybrid work schedule.


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