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Edi Customer Support Specialist

2 weeks ago

Aurora, Canada Integral Group Inc. Full time

Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, wherever they live and work, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together. Come join us, and help build the type of business you’d like to be a part of.
We are a socially conscious, distributed team. We give you the opportunity to solve challenges in the global food industry while living where you’re most comfortable and working in areas where you can help foster and grow the community that you are a part of.
The role of Support Specialist will involve providing dedicated support to a set list of clients with complex needs. You will be the primary point of contact for user issues related to your assigned clients and perform troubleshooting tasks, problem diagnosis, resolution, or escalation.
- Understand and translate technical requirements that have been established as a part of the integration process to troubleshoot and resolve issues submitted by the customer.
- Partner with other departments within the organization when an issue needs to be escalated, follow up on next steps, and communicate clearly back to the customer the resolution.
- Manage support requests efficiently via Zendesk, other internal systems and via phone
- Continue to develop and document the client’s setup so that troubleshooting can improve over time and be shared within the organization.
- Direct clients to solutions and alternatives to any issues or concerns they are having with our products and services.

You will be the point of contact for user issues related to the projects that you have worked on and perform troubleshooting tasks, problem diagnosis, resolution, or escalation
Familiarity with support or project management systems, retail order & shipment management, and EDI processes are beneficial but not required. You must, however, be comfortable working with computers and software at an advanced user level.
This role reports directly to the Customer Success Manager. Whether you are coming from a startup or corporate background, you appreciate how much impact there is to be had in smaller organizations and you relish the ability to shape your own role and the future of the company.
- Problem Solving / Solutions Oriented. You know how to evaluate and diagnose issues to bring them to swift and efficient resolution. You look for a way to say yes to customer needs but evaluate for the impact on broader teams and the deliverability of a particular solution.
- Customer focused. Our customers are at the forefront of your day. You prioritize our customers’ voice to ensure their needs are met.
- Strong Communication & Teamwork. You are able to break down and communicate technical concepts across many audiences from clients to product and engineering teams. You focus on driving results for the customer and supporting your teammates with the information they need to assist you properly.
- Disciplined and reliable. You are able to organize and prioritize a high volume of customer needs and triage appropriately. You proactively communicate when you need help.

We are building a team of product people with a breadth of combined experiences so that we can collaboratively enable our customers to be successful. There are no hard requirements on specific background or experience. Instead we’re looking for individuals that are capable, reliable, and hoping to grow along with us. Do you have strengths you can share? If so, we’d love to hear from you
You must reside in and be eligible to work in Canada. While you may swing by our office in Aurora, Ontario from time to time, we do require that you have the capacity to work from home. We are embracing a hybrid model where coming in to the office is optional.