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Customer Support Specialist
2 months ago
RideCo is seeking a highly skilled and customer-focused Technical Customer Support Representative to join our Customer Success & Operations team. As a key member of our support team, you will play a critical role in ensuring our clients receive exceptional service and support.
Key Responsibilities- Provide timely and effective support to clients via email and phone, ensuring their issues are resolved quickly and efficiently.
- Collaborate with internal stakeholders to resolve complex technical issues and improve overall customer satisfaction.
- Develop and maintain in-depth knowledge of RideCo's software platform, including troubleshooting and technical expertise.
- Build and maintain strong relationships with clients, understanding their needs and providing tailored support to meet their expectations.
- Contribute to the development and maintenance of documentation for internal training materials and the customer-facing knowledge base.
- Identify and report product defects, and record all customer interactions in Salesforce.
- Participate in the incident response process, including scheduled on-call shifts.
- Assist implementation teams as required.
- 3+ years of technical support or related experience.
- Passion for delivering exceptional customer service.
- Strong 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.
- Competitive base salary: $50K - $65K + performance-based bonus + stock options.
- Flexible work schedules, vacation time, bi-weekly catered lunches, social events, and casual dress code.
- Comprehensive benefits plan, including medical, dental, prescription, life/health spending accounts, and more.
- Complimentary rides to and from work in Waterloo Region.
