Customer Support Specialist

5 days ago

Vancouver, Canada Recollective Inc. Full time

**Background**

Recollective Inc. is a global software company that builds and supports Recollective, a cloud-based business insight platform. Recollective serves the rapidly growing online market research industry and is used by hundreds of organizations worldwide to run online communities, focus groups and more.

The Recollective platform combines an easy to use and intuitive interface with a suite of powerful research functionalities. Our customers use Recollective as a fully customizable do-it-yourself (DIY) solution or implement it with the support of our growing network of global service partners.

In addition to software, Recollective Inc. offers an extensive range of technical support and project services to our customers, delivered in-house by a highly skilled Customer Services team.

**Customer Support Specialist Role**

As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers.

**Key opportunities**
- Collaborative company culture with long tenures and low turnover
- Work with innovative leading-edge technology
- Opportunity to have a significant impact on organizational growth and success
- Many opportunities for internal career progression
- Extensive health benefits, company RSP and many extras such as company-sponsored social outings and more

**Responsibilities**
- Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
- Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
- Provide discrete in-app support during live research sessions for customers
- Document customer experiences and formal feedback
- Support and collaborate with Recollective's product and sales teams
- Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed

**Requirements**:

- University or College degree or diploma in any discipline (although technical or science-based qualifications are preferred)
- Written and spoken fluency in English language is essential
- Must be able to work Monday to Friday from 11am to 7pm Pacific Time.
- Ability to empathize with the customer and provide an exceptional support experience.
- Experience leading live video and screen sharing sessions
- Self-starter that is able to work independently, effectively and committed to continuous learning

**Preferred Experience**

**Location**

This is a remote-working position, open to any permanent British Columbia based applicants. For clarity, applicants **do not** need to be located in Vancouver.

**Benefits**

We welcome you to join a fun but driven culture that promotes diversity and growth through an open and transparent approach to business. We offer competitive compensation, superior health benefits, RRSP matching and many extras.
- _________

We want to be sure that everyone is able to participate fully and equally in our selection process. If you are selected for an interview, please let us know if you require any special accommodation.

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