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Technical Support Specialist
2 months ago
Join Retention.com, a fast-growing company that's revolutionizing ecommerce with innovative solutions. We're seeking a skilled Technical Support Specialist to provide top-notch email support and occasional video/phone support for our customers.
About the RoleAs a Technical Support Specialist, you'll be the primary point of contact for our customers, resolving issues and providing solutions in a timely and professional manner. You'll work closely with our engineering team to identify and document known issues, and collaborate with our product team to make recommendations for product functions and features that improve customer satisfaction and product performance.
Responsibilities- 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 Retention.com script on client websites
- 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
- Excellent written and verbal communication skills
- Basic knowledge of ecommerce & website building platforms (e.g. Shopify, Wordpress - WooCommerce)
- Knowledge of Javascript, HTML, and CSS website code
- 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 Retention.com grows
Retention.com is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
