Customer Support Specialist

Ackroo is an innovative SaaS-based technology Company that is consolidating, simplifying and improving the loyalty marketing, payments and point of sale industry. We provide innovative marketing, financial and operational solutions to help Automotive, Hospitality, Petroleum, and Retail merchants of all sizes attract, retain, and grow their customers and their revenues with greater ease, speed and insights. Founded in 2012, our organization continues to experience phenomenal growth and thrives on an entrepreneurial spirit, passion, and top-tier talent. Come join the ‘Kroo

**What We Offer**:

- Competitive compensation package
- 3 weeks vacation + 6 flexible days
- Enriching culture
- Career growth opportunities and training + development
- Hybrid work environment
- Work schedule: Tuesday - Saturday 9:00am-5:00pm

**The Opportunity**:
We are seeking a customer-centric Customer Support Specialist for a permanent full-time position at our Hamilton office. Reporting to the Director of Support, the Customer Support Specialist will be working in a multifaceted role, which requires abilities in customer service and support, product documentation, onboarding and training, and sales.

**Key Responsibilities**:

- Answer in-bound calls while providing a premium customer experience
- Onboard, train, and install Ackroo Online, Point-of-Sale, and Payment products for new and existing merchants
- Process customer collateral orders
- Take ownership of customer issues, troubleshoot, and see problems through to resolution
- Work with internal teams to obtain an in-depth understanding of our products and provide them with pre-sales support
- Identify and document product defects and feature requests

**Required Skills/Qualifications**:

- Previous experience in a customer support/customer service technical support role
- Excellent communication skills, both written and verbal
- Strong problem-solving skills and attention to detail
- Strong customer support skills
- Experience in sales and building customer relations
- Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries
- Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

**Experience with any of the following would be considered an asset**:

- Outbound sales experience
- Experience in a client success role, with onboarding, cross selling, and retention/churn reduction knowledge
- Familiarity with Zendesk, or equivalent customer service and support ticket system
- Familiarity with Jira, Confluence, or equivalent defect tracking/project management tools
- Familiarity with Google Cloud Logs, Big Query, XML and JSON logs.
- Familiarity with Salesforce, or equivalent sales and business CRM tools
- Familiarity with technical writing and product specification
- Familiarity with SQL queries, relational databases, scripting, Unix commands, and comfortable with technology in general
- Familiarity with delivering webinar presentations for training purposes

**Languages**:

- Bilingual English/French, a strong asset

**Compensation**:

- Salary: $50,000-60,000
- Quarterly performance-based bonuses
- 3 weeks’ vacation + 6 flexible/sick days
- Employer-paid health and dental benefits
- Stock Options

Ackroo is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender, identity, sexual orientation, age, immigration status, disability, or other applicable legally protected characteristics to apply. If you need accommodations during the recruitment process, please advise our Talent Acquisition team.