Tier 1 Customer Support Representative

At CPOS, our team is on a mission to level the playing field for small businesses. We take pride in knowing our technology helps small businesses streamline their point of sale, online and in-store payment systems, and we are looking for new team members to help us achieve this goal Small businesses create jobs, support communities, and encourage local culture, and CPOS exists to empower them to operate more efficiently, grow their business, and ultimately compete more effectively.

Right now, we are loading up our rocket ship and are looking for a Customer Support Representative with a technical focus. In this role, you will be a vital link between our customers and our solutions. You will be responsible for providing outstanding support, resolving technical issues, and empowering our users to get the most out of our software platform. This role is perfect for someone who enjoys problem-solving, has a passion for technology, and thrives in a customer-centric environment. Teamwork is fundamental to our success, and you'll be collaborating closely with various teams.

Reasons why our Customer Success team loves what they do:
They work with small business owners across Canada whose business thrives thanks to our technology.

All their coworkers are here to support one another Whether it’s a quick question or you need a technical support team member’s eyes on a problem, our team takes care of one another.

CPOS operates as one team. Everyone based in Ottawa has the opportunity to interact with all areas of the business—whether it's sales, product development, onboarding, or more, we're all under the same roof.

**Duties and Responsibilities**:

- Technical Troubleshooting: Diagnose and resolve technical issues related to our software and hardware, including configuration, integrations, and functionality.
- Product Expertise: Develop a deep understanding of our software platform and its features to effectively assist users.
- Knowledge Base: Contribute to the maintenance of our knowledge base and help center articles.
- Collaboration: Work closely with the Sales, Product, and Dev teams to address recurring issues and improve the user experience.
- Feedback Collection: Gather customer feedback and relay it to relevant teams to inform product development and process improvements.
- Escalation Management: Identify and escalate complex technical issues to the appropriate team members, while maintaining ownership of the customer experience. Offer additional products and services.

**Qualifications**:

- 1+ year of customer support experience.
- A strong understanding of software and hardware concepts.
- Excellent analytical and problem-solving skills, with an aptitude for finding creative solutions.
- Fluent in English.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- A genuine passion for helping customers succeed and providing a positive experience.
- Ability to manage multiple priorities, stay organized, and meet deadlines.
- A strong team player with excellent collaboration skills.
- Ability to learn quickly, adapt to changing priorities, and embrace new technologies.

Nice to have:

- Experience in Customer Success within SaaS companies.
- Experience working with POS (Point of Sales)Networking Knowledge (Ethernet, Wi-Fi)
- Fluency in French is a plus

If this role sounds like the right fit for you, HR would love to hear from you directly

Pay: $19.00-$23.00 per hour

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekends as needed

**Experience**:

- Customer support: 1 year (required)

Work Location: In person