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Customer Support Specialist

3 weeks ago

Ottawa, Canada Field Effect Software Full time

People rarely can say that they work at a job they truly love—unless, of course, they work at Field Effect. We believe in investing in the personal and professional success of our employees. We want our teammates to feel great about the work that they do and about themselves when they are with us. That is our culture.

We have an all-star team with industry-leading cyber security knowledge and analytical thinking that is engaged, motivated, genuinely curious, and has the willingness to be as diligent as possible. Field Effect is a rapidly growing company with an increasingly distributed global workforce that provides world-class managed cyber security solutions for businesses of all sizes. The company was founded by the brightest talents in cyber security, with a mission to remove the complexity of securing endpoints and networks by delivering monitoring and threat protection services that are easy to use and provide actionable insights.

We’re proud to share that we’ve recently been named one of Ottawa’s top employers, and achieved an eNPS score of 84

**What You'll Do**

Field Effect is looking add an articulate and proactive Customer Support Specialist to their growing Service Delivery Team. Reporting to the Head of Client Engagement, the person in this role will use their problem-solving skills while managing customer relationships via a hotline and ticketing system. In this position, you will:

- Respond to customer inquiries and provide technically supported solutions, update customers with regular case management efforts to ensure we exceed their expectations while adhering to our Service Level Agreement.
- Provide troubleshooting towards resolving issues such as installation issues, best practice configuration, network troubleshooting and cloud configuration
- Drive technical escalations, monitoring ticket progress across teams, to meet team response/resolution targets
- Work closely with internal teams to gain knowledge and provide solutions to customers
- Provide feedback on technical support procedures and policies, with the goal of improving overall customer satisfaction as well as efficiency
- Provide ideas and assist with creation of documentation and internal support content

**Experience & skills we look for**:

- 1+ years’ experience in a customer service, technical support or help desk role
- Exceptional communication skills in English, both written and verbal
- Proven ability to take complete ownership of problems from identification through to resolution
- Ability to solve problems in a calm manner/de-escalation
- Excellent team spirit, a desire to help others
- Personal motivation and excellent organizational/time management skills
- Ability to work independently or within a team supporting our customers
- Ability to handle multiple tasks at once

**Added Bonuses**
- Good technical analysis and troubleshooting skills
- Understanding of cybersecurity concepts
- Bilingualism in French
- Experience with FreshBooks or formal ticketing system
- SaaS / Software industry experience
- Experience working in a startup/scale up

**What You’ll Get By Joining Our Team**
- Your brilliance will get a runway
- You will collaborate with the greatest minds in the field
- You will help shape the future of cybersecurity
- A workplace of opportunity
- Extensive Benefits such as Generous Paid Vacation
- We work from a hybrid environment but open to applicants residing in Canada that prefer remote work

Field Effect is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us.

Field Effect has earned their outstanding reputation through innovation, ingenuity and drive to change the cyber security industry. As a result, they have been recognized with the Deloitte 2021 Technology Fast 50 and Technology Fast 500 awards. Their award-winning team is known for its knowledge and industry leadership. In addition, they have been named one of the top employers in Ottawa, by Invest Ottawa, for three years in a row. This team is committed to helping businesses simplify and improve their cyber security by empowering their employees to collaborate, grow and thrive in their fields.