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Customer Support Specialist

2 weeks ago

Québec, Quebec, Canada Activity Messenger Full time $45,000 - $60,000 per year

Activity Messenger recherche présentement un représentant au support à la clientèle. Vous serez le point de contact principal pour nos clients, guidant leur utilisation de la plateforme. Vous travaillerez également en étroite collaboration avec nos équipes internes pour améliorer l'expérience client.

Activity Messenger est une entreprise en pleine croissance qui offre une plateforme d'inscription et de communication moderne au service des organismes de sports et loisirs en Amérique du Nord.

Notre produit gagne de plus en plus en popularité, et nous cherchons maintenant à élargir notre équipe pour répondre à la demande croissante.

Nous offrons un environnement de travail flexible et dynamique, permettant aux membres de notre équipe de travailler de n'importe où tout en maintenant un équilibre travail-vie personnelle sain.

Responsibilités

  • Servir de point de contact pour nos clients, en assurant leur succès et leur satisfaction.
  • Établir de solides relations avec les clients grâce à une communication proactive, en comprenant leurs besoins uniques.
  • Traiter les demandes de soutien des clients et résoudre les problèmes techniques et résoudre les problèmes efficacement.
  • Effectuer des appels d'intégration pour configurer les nouveaux comptes clients.
  • Collaborer étroitement avec les équipes de succès clients et de produits pour identifier les opportunités d'amélioration.
  • Surveiller de manière proactive l'engagement des clients et identifier les opportunités d'optimisation de la plateforme.
  • Aider à créer des documents de soutien à la clientèle et des guides d'aide afin de permettre aux clients d'utiliser le libre-service.
  • Contribuer à une culture d'équipe positive en partageant les pratiques exemplaires, les idées et les leçons apprises.

Qualifications

  • 5 ans d'expérience dans l'industrie du sport et loisirs
  • Compétences exceptionnelles en matière de communication orale et écrite, avec la capacité de transmettre des concepts techniques de manière accessible.
  • Capacité à travailler de manière autonome et en équipe.
  • Expérience dans le service à la clientèle ou dans un rôle similaire est un plus.
  • Bilingue. En plus de nos clients au Québec, vous serez amené à travailler avec plusieurs clients du reste du Canada et des États-Unis.

Avantages et bénéfices

  • Environnement de travail entièrement à distance avec des horaires flexibles
  • Salaire compétitif
  • Opportunité de travailler sur un produit novateur
  • Possibilités d'apprentissage continu et de développement professionnel
  • Possibilité d'évoluer vers des postes de succès-client à mesure que l'équipe se développe.

Join Activity Messenger as a Customer Support Specialist, where you will be instrumental in providing technical guidance and support to our customers. This role is perfect for someone who thrives in a remote environment and has a blend of technical writing and customer service skills.

Responsibilities

  • Act as the primary support liaison for Activity Messenger customers, ensuring their success and satisfaction with our platform.
  • Build strong, supportive relationships with customers by providing clear, proactive communication, understanding their unique needs, and delivering timely, effective solutions.
  • Efficiently address and resolve customer inquiries, focusing on technical challenges, system troubleshooting, and issue resolution to ensure seamless platform operations.
  • Conduct detailed support and onboarding sessions, including integration calls, to facilitate the smooth setup and configuration of new accounts.
  • Work closely with our customer success and product development teams.
  • Proactively monitor customer engagement and usage patterns to identify opportunities for platform optimization.
  • Develop and maintain comprehensive support documentation, such as how-to guides, FAQs, and knowledgebase articles, to enable customers to effectively use self-service resources.
  • Contribute positively to our team culture by sharing knowledge, best practices, and lessons learned from customer interactions.

Qualifications

  • Minimum of 3 years of experience in technical support, customer service, or a related field, preferably in the sports and recreation industry.
  • Exceptional verbal and written communication skills with the ability to communicate technical concepts.
  • A proven track record of working effectively, both independently and as part of a collaborative team.
  • A strong customer-focused mindset, with a passion for delivering outstanding service and support.

Compensation and benefits

  • Completely remote work environment with flexible hours
  • Opportunity to work on an innovative product
  • Opportunities for ongoing learning and professional development.
  • Opportunity to move into customer success positions as the team grows
  • Competitive salary with 4 weeks of paid vacation annually.

If you're ready to take on an exciting challenge and contribute to the growth of a successful SaaS platform, we'd love to hear from you