Customer Support Specialist

2 weeks ago

Toronto, Canada The Value Builder System Full time

**At** **The Value Builder System, our goal is to change the world for the better.** Today, small business owners work their entire lives only to earn pennies on the dollar when they sell their businesses. Our mission is to make a positive difference for one million small business owners by the year 2030.

**What You’ll Do (Job Description)**:
We’re looking for a Customer Support Specialist who will work closely with the Customer Success and Product team.

**Your day-to-day responsibilities include**:

- Reproducing, analyzing, and troubleshooting requests and issues submitted internally or by customers. Identifying any bugs, enhancements, or user errors. Triaging and documenting, to ensure the issue is resolved in a timely manner.
- You will help advocate on behalf of customers by participating in product prioritization and release meetings.
- Communicating and managing the expectations of customers.
- Meeting with customers over Zoom to help with system/portal issues
- **Identify Ways to Improve Service **- as front-line support, you will often start to see themes to inquiries and tech issues. You will use your problem-solving skills to identify these themes and proactively and more efficiently support our customer’s success.
- In addition, you can identify activities and processes that could be streamlined while maintaining or improving our customer success.
- When recurring issues are identified, create additional FAQs and documentation to add to our customer knowledge base.
- **Systems Maintenance and Administrative Duties
- **Daily administrative and maintenance tasks related to our various systems.
- Ensure duplicate contacts and leads are dealt with in a timely manner.
- Offering of business owner leads to our Advisors and completing all backend administration.
- **IT/Tech Support** - Day-to-day support and troubleshooting of internal-facing software and hardware.
- Ensure the issue is resolved by the tech team in a timely manner.
- Assisting with data entry, reporting, and analytics.
- **Employee Systems Onboarding, Offboarding, and Maintenance -**Carry out the set-up or removal of employees on various systems used in their hired role. Ensure that all new employees are able to access all needed platforms on their first day.

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