Customer Support Specialist

1 week ago

Kitchener, Ontario, Canada RideCo Full time
About the Role

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.
Preferred Qualifications and Experience
  • 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.
What We Offer
  • 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.

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