Client Support Agent

Bonfire is searching for an analytic and detail-oriented individual who enjoys creative problem solving to join our best in class support team as Client Support Agent.
As a Client Support Agent, you will act as the first point of contact for Bonfire’s clients, responding to customer inquiries over Zendesk (80%) and over the phone (20%). You will also be responsible for assisting with updating customer resources in addition to creating and maintaining internal process documentation. Client Experience is a distinguishing feature of Bonfire and we’re looking for people who repeatedly go the extra mile for customers and who are motivated to drive continuous improvement. As the person who knows our customers the most, our Product Team and Developers will look to you to provide feedback on UI/UX decisions, and to act as the voice of the customer with respect to development decisions.

**What You’ll Do**:

- Front Line Support: respond to client requests and inquiries promptly through Zendesk (80%) & phone (20%)
- Problem Solve: understand customer problems and use your resourcefulness to source answers
- Escalate: you know when to ask for help and leverage resources to ensure the best client experience
- Resource Creation: developing client resources, including help desk articles, presentations, training videos & product walkthroughs
- Collaborate: relay feature requests to the product team and work with developers on designing and testing new features and modules
- Multi-task and Prioritize: Ability to complete multiple and various tasks in a timely manner. Know when to prioritize tasks when many require attention.
- Customer Events: may be involved in assisting with customer-focused events such as our user conferences, and webinars.

**Who You Are**:

- You’re an analytical person, who enjoys problem solving and troubleshooting
- Demonstrated attention to detail and can successfully manage competing priorities
- Excellent conflict resolution and objection handling skills
- Experience with customer escalations
- Familiarity with support ticket flow and knowledge-based systems is a plus
- You’re creative when it comes to solving customer problems and resourceful when finding solutions

**Location**: 121 Charles Street W, Suite C429, Kitchener, ON
Centrally-located in the tech hub of downtown Kitchener in the historic Tannery building, the Bonfire offices are steps away from trendy bars and restaurants, Communitech, and other tech destinations. Bonfire offers hybrid work options so you can prioritize your work-life balance and gain the flexibility you need to do your best work.
What It’s Like to Work at Bonfire
At Bonfire, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. As part of the GTY Technology family of companies, we offer a dynamic environment with considerable opportunity for professional growth and advancement.

**Here are some of the perks that Bonfire employees enjoy**:

- Competitive wages

We pay competitive wages and salaries, and we only expect an honest 40 hour week for it.
- ‍ ️ Recharge days

What’s better than a long weekend? An extra long weekend This year, Bonfuegos enjoy an extra day off on top of EVERY long weekend. An extra day to decompress and spend time doing the things you love.
- Flexible vacation

Take the time you need for that special trip or a much-needed staycation. Everyone receives a guaranteed annual vacation allowance plus anything additional you can arrange with your manager.
- Philanthropy days

Spend time on the philanthropic projects that matter to you while still getting paid (we get a serious case of the warm fuzzies when Bonfuegos put on their super capes and do good out there)
- Flexible time and remote work

We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it's a fit for you and the specific role you’re interested in.
- Benefits

Ask us for a copy of our health and dental benefits
- Professional development

With a dedicated budget and program we are constantly looking for ways to level up the skills of our employees and help them get to the next stage in their career.
- Personal spending account

A budget to spend on anything related to active, healthy or well-rounded living. You can also purchase items for your home office
- Culture committee

Celebrate every occasion with the Bonfire Culture Curators They make sure that our team’s culture is bustling, with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

**Values you can get behind**:

- Move mountains to help others win

Delight clients, co-workers, partners, and stakeholders by going the extra mile to make them successful.
- Share and have fun

Standard playground rules apply. We have a team of amazing people who share tools, inform