Technical Support Specialist
2 days ago
About Jotform
We are a San Francisco-based SaaS company with over 25 million users worldwide, thriving and growing rapidly.
As a Technical Support Representative in Canada, you will be part of our team supporting our growing customer base.
This is a full-time, fully remote opportunity with benefits.
The RoleYou will play a crucial role in ensuring continuous operations for our users and customers by providing top-notch support via our ticketing system.
Other tasks will be handled by senior employees, but you'll have the chance to contribute if eligible.
As a Technical Support Representative, you'll collaborate with our designers and developers, working closely with talented individuals across the globe.
Your key objectives include:
- Providing first-line diagnostic/troubleshooting support and technical expertise to answer customer questions and resolve issues while maximizing customer satisfaction
- Utilizing our ticketing system to respond to support tickets, keeping track of your own support tickets, and following through to completion
- Documenting all issues and resolutions accurately and timely
- Maintaining communications with customers during the resolution process
- Acting as a customer-facing subject matter expert
- Collaborating with product, development, and customer success team members to promptly triage and remedy user issues, analyze origin of the problem, and track effect of resolution
To be successful in this role, you should possess:
- A solid HTML/CSS background to help customers build and design forms
- Decent JavaScript knowledge is optional but will come in handy when providing workarounds
- You should be well-versed with content management systems (CMSs), customer relationship management (CRM) software, site builders, etc., as our form builder integrates with numerous third-party platforms
- A strong technical knowledge in general and common sense are necessary; you must be witty and creative in finding workarounds
- A track record of supporting customers with a Software as a Service (SaaS) or Infrastructure as a Service (IaaS) product is preferred
- English fluency is required
Our offer includes:
- A competitive salary range: $65K - $90K CAD, exact compensation may vary based on skills, experience, and location
- A high-growth, fast-paced environment with a collaborative and unique team culture
- Company-paid extended health insurance
- Group Registered Retirement Savings Plan (RRSP) with 4% company match
- 10 vacation days per year, plus holidays and sick leave
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