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Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at Retention. As a key member of our support team, you will be responsible for providing top-notch email support and occasional video/phone support to our customers.
About the Role:- Provide timely and effective email support to customers, resolving their issues and concerns.
- Collaborate with our engineering team to identify and resolve technical issues, and make recommendations for product improvements.
- Document known issues and bugs in our project management tool, Jira.
- Develop and maintain processes to improve the customer experience and support efficiency.
- Act as a point of contact for high-risk escalations and issues, proactively engaging with stakeholders and owning communication through to solution.
- Identify trends and communicate insights to our product and engineering teams to inform bug fixes, process improvements, and feature enhancements.
- 2-3 years of experience in customer service or a customer-facing role.
- 2-3 years of experience in technical support.
- Excellent problem-solving skills, with the ability to work independently and as part of a team.
- Strong communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders.
- Ability to work in a fast-paced, remote environment and adapt to changing priorities.
- 100% remote work environment.
- CAD 70k to 85k base salary.
- Health and wellness stipend.
- Solid work-life balance with a flexible time off policy.
- Potential for professional advancement as the company grows.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply.
