Customer Support Specialist

**Customer Support Specialist**
**searchie.io** - Product Site
**Hybrid/Remote in Brantford, Ontario**

**Who we are**

**What we need**
We are looking for a motivated, detail oriented Customer Support Specialist to join our growing and diverse global team In this role you will be our customers’ primary contact for navigating and troubleshooting the Searchie platform. Your resourcefulness and problem solving skills will be the key to resolving our customers’ technical issues.

Reports to: Searchie Customer Support Lead
Location: Brantford, Ontario. **We are remote-friendly**
Term: Full-time; Salary

**What you’ll do**
- Respond proactively to all customer inquiries in a timely fashion; providing excellent customer service and maintaining lasting business relationships.
- Provide successful resolution to all customer complaints; ensuring the customer is satisfied with the end result.
- Appropriately record all resolved and unresolved customer issues according to North Results Inc. processes and procedures.
- Liaise with developers regarding operational errors, improving processes and providing technical assistance to customers.
- Assist in the development and maintenance of FAQs, support processes and other supporting documentation for customers.

**Who you are**
Are you a critical thinker who loves solving problems through your resourcefulness and attention to detail? Are you a team player who thrives in a fast-paced environment with excellent communication, verbal and written? If you have a passion for providing customer support with patience and empathy, join us on our mission of creating financial freedom for entrepreneurs by helping them generate recurring revenue.

**Key Skills and Behaviours**
- Ability to discuss business needs and goals with all levels of customers.
- Ability to learn quickly in a fast-paced environment and balance multiple projects.
- Excellent problem solving skills.
- Customer Retention.
- Excellent teamwork and team building skills.
- High degree of resourcefulness, flexibility, and adaptability.
- Excellent verbal, written and interpersonal communication skills.

**Qualifications**
- (preferred) Bachelor's degree in Information Technology or a related discipline or 3-5 years of equivalent knowledge and experience.
- Previous experience providing technical customer service/support, preferably in a web hosting environment is an asset.
- (Nice to have) Foundational understanding of HTML, CSS, PHP, JavaScript.

**Benefits**
- Flexible time-off: New team members get 3 weeks vacation in their first year. Unlimited personal time off after the first year.
- Full health benefits: includes dental, optometrist, prescription medication and alternative health modalities along with life insurance (after 3 months)
- Continuous learning: Leadership training and role-specific development
- Company phone plan (optional after 3 months)
- Company retreats, live events and celebrations
- One month paid sabbatical after five years of employment
- RRSP contribution (optional after 3 months)

**North Results Inc.**
- Accommodations_
Should you require any specific accommodation during the recruitment process, please let it be known at the time of contact and we will make the necessary arrangements, up to the point of undue hardship.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Flextime
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Brantford, ON: reliably commute or plan to relocate before starting work (required)