Customer Service Specialist

2 weeks ago


Waterloo, Canada Expiration Reminder Full time

**Customer Support Specialist**:

- **About us**:
**Responsibilities**:

- You’re a superhero, but with a computer instead of a cape. You’ll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved.
- Participate in writing excellent help documentation—both for internal use and for our customers.
- Create help videos to guide customers on how to complete a task and complement help documentation.
- Help customers import their current spreadsheets into Expiration Reminder to get them up and running.
- Log tickets with the development team and escalate appropriately based on the impact of the issue.
- Become an Expiration Reminder power user—before you can support others, you must know the product yourself.
- Perform online demos for potential customers.
- Perform online training and onboarding sessions for current customers.

**Required Qualifications**:

- English is your primary language. Secondary languages are a plus.
- At least 2 years of experience working with customers.
- You can translate technical ideas for non-technical audiences.
- Demonstrable critical thinking, communication, and creative problem-solving skills.
- Ability to learn new software platforms quickly.
- Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
- Highly organized. You can manage and prioritize several different projects.
- Knowledge on Microsoft Excel and using formulas for formatting dates, vlookup or removing duplicates.
- Familiarity chat, CRM and help desk platforms.

**Location**:

- Remote.
- Occasional face to face meetings.
- Must be an Ontario, Canada resident.

**Compensation and Benefits**:

- Medical benefits (dental, vision and drugs).
- Market compensation commensurate with your proven abilities.
- This is a full time position with a set schedule.
- Remote.

**How to Apply**:



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