Customer Service and Support Specialist

7 days ago


Toronto, Ontario, Canada Enso Connect Full time
About Enso Connect

We are a dynamic SaaS-based technology startup revolutionizing the hospitality industry with our guest experience platform. Our innovative solution seamlessly integrates with property management systems, enhancing personalization and monetization throughout the guest journey.

From upsells and guidebooks to smart lock-connected check-in, AI-driven multi-channel messaging, and more, our platform transforms the guest journey into a seamless digital experience. We connect all the tools businesses already love and use, allowing hosts to better manage operational complexity while increasing profit per guest.

We're experiencing rapid growth and invite you to be part of it

Job Summary

As a Customer Service and Support Specialist at Enso Connect, you will be responsible for providing exceptional support to our clients, resolving issues efficiently, and ensuring they get the most out of our platform.

You will serve as the primary point of contact for client inquiries, utilizing support tools like Intercom to maintain high response times and customer satisfaction. Your role involves tracking and managing client tickets using tools like Intercom and Jira, providing regular status updates to clients.

You will also help generate and update help center topics to proactively support client needs, capture product feedback from clients, and share insights with our product team to drive improvements. Collaboration with internal teams is crucial to ensure clients receive timely solutions and continuous support.

In this role, you will continuously identify and suggest improvements to daily processes to enhance efficiency for yourself and the support team.

Responsibilities
  • Resolve client inquiries and issues efficiently
  • Respond to clients using support tools like Intercom
  • Track and manage client tickets using tools like Intercom and Jira
  • Help generate and update help center topics
  • Capture product feedback from clients and share insights with the product team
  • Collaborate with internal teams to ensure timely solutions and continuous support
Qualifications
  • Ideal for recent graduates starting their career or 1-2 years of experience in customer support
  • Strong verbal and written communication skills, with a knack for problem-solving
  • Excellent organizational skills to balance multiple client inquiries while prioritizing urgent issues
  • Detail-oriented and eager to learn, capable of quickly developing an understanding of the hospitality market and customer preferences
Why Choose Enso Connect?
  • Work alongside smart and motivated people
  • Our company is known for its industry-leading technology
  • Opportunities for professional growth and development
Benefits
  • Dental care
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Company events
  • Hybrid work from office and home


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