Customer Success Specialist

**magicplan** is one of the leading global construction and floor plan apps, with over 500,000 downloads per month and a 4.8 rating in the App Store. More than 70 international employees work in Munich, Nantes, Montréal, Portland, and Florida offices. Our goal is to disrupt the processes and product chains around construction, restoration, real estate, and property management worldwide.

With our floor plan creation app, we have developed a unique world understanding. The combination of Augmented Reality and Artificial Intelligence enables on-site data acquisition, categorization, and processing for both B2B and B2C customers. The possibilities of AR and AI are endless - and we're already harnessing their technological power today.

**~ Version française à suivre ~**:
**About the role**:
As part of our continued global success, we're looking to recruit for the position of Customer Support Specialist, based out of Montreal. As a Customer Support Specialist, you will participate in some of the most vital parts of the customer journey at magicplan. You'll be the first contact point of our customers and partners; you'll be guiding our users through the features and functionalities of magicplan.

Embark with us on our journey and transform how millions of restoration and renovation professionals worldwide work.

**What you'll do**:

- Gain a deep understanding of the magicplan products from both a functional and technical perspective.
- Help customers resolve their issues quickly and thoroughly by investigating errors and communicating effectively.
- Work with Product Management to provide feedback from client interactions and represent the customer perspective.
- Host webinars & product trainings, update product documentation and track new features.
- Support tasks (answering tickets, phone calls, and other client inquiries) as needed

**About You**:
Although we are looking for a passionate, purpose-driven individual rather than a 100% match of the job description, this role has a few important things.

A few things you need to have:

- Prior experience, 1-2 years in the role of Customer Support Representative.
- Fluent in English. Fluency in other foreign languages is advantageous.
- Self-motivated - you are able to prioritize tasks and complete work without much oversight (remote team)
- A team player: You're a good listener, you go out of your way to understand someone's perspective, and you can express yourself clearly and confidently.
- Excellent problem-solving skills
- Able to prioritize a varied workload: You're highly organized and can meet deadlines.
- You find creative solutions if necessary, and you have an eye for detail.
- Flexible and able to adapt quickly to new briefs.
- Able to work in an international, flexible, and employee-empowering work environment.
- Willing to learn, understand and use a range of processes and software tools. (Training will be provided)

**Other valued skills**
- Experience using help desk software and remote support tools (e.g., HubSpot, Toky, Zoom, Calendly, Stripe)
- Degree, education, or equivalent work experience in the Construction, Renovation/Restoration industry, or Engineering is advantageous.

**Why us?**:
We at magicplan believe in teamwork, fun, complex projects, simple solutions, and last but most importantly, our people

Here you have the opportunity to accelerate your career and create a true impact within your field. Work how you work best, and never stop learning

**Consistent pay with Bonus Opportunities**:We offer you a competitive base salary plus commission and bonus opportunities.

**Great Work-Life Balance**:Juggling career, family, and social life can be challenging We have flexible work hours.

**Holidays / PTO**:20 vacation days on top of federal holidays

**Flat hierarchies**:Short decision-making paths and direct cooperation with leadership. No micro-management, clear and transparent

**Support in your Development**: Learning is a lifelong pursuit; we promise to treat it like one. We offer an environment for continued education and the opportunity to learn from each other.

**Purpose and Responsibility**:A job shouldn't just be a job At magicplan, you have the opportunity to take on responsibility, work on exciting projects, and make an impact.

**Job Stability**:We offer permanent contracts and a safe work environment where you can focus on your professional and personal goals.

***À propos du poste**:
Embarquez avec nous dans notre aventure et transformez la façon dont des millions de professionnels de la restauration et de la rénovation travaillent, et ce à travers le monde.

**Tâches et responsabilitées**:

- Acquérir une connaissance approfondie des produits magicplan d'un point de vue fonctionnel et technique.
- Aider les clients à résoudre leurs problèmes rapidement et en profondeur en enquêtant sur les erreurs et en communiquant efficacement leurs résolution.
- Travailler avec l'équipe de gestion des produits magi