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Technical Support Specialist

2 months ago

Canada Retention Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at Retention. As a Technical Support Specialist, you will be responsible for providing top-notch email support and occasional video/phone support to our customers.

About the Role:
  • Answer tickets/emails/support requests in a timely manner
  • Make recommendations for product functions and features to improve customer satisfaction and product performance
  • Dig deep into issues, answer questions and figure out The Why behind them
  • Document known issues/bugs in Jira for our engineering team
  • Create, improve and iterate existing processes to improve the experience for both internal and external stakeholders
  • Act as the designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
  • Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
  • Retain customers through top-notch support
  • Troubleshoot potential Javascript issues/errors with the script on client websites
Requirements:
  • 2-3 years of experience in customer service or a customer-facing role
  • 2-3 years of experience in technical support
  • Independent, motivated problem solver
  • Organized and detail-oriented
  • Able to intake weekly updates & changes to products/processes regularly
  • Self-starter, able to own, flex, and iterate on processes as the org grows
  • Natural curiosity, drive to proffer solutions to problems, and passion for innovation
  • Natural empathy and patience
  • Savvy multi-tasker, comfortable handling multiple issues at once
  • Ability to translate complex information and details into simplified explanations for a non-technical audience
  • Experience working at a startup, or comfortable working as an active participant in a fast-paced, remote environment
  • Knowledge of Javascript, HTML, and CSS website code
  • Basic knowledge of eCommerce & website building platforms
  • Excellent written and verbal communication skills
Perks:
  • 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
  • Energetic, collaborative team

Retention is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.