Customer Support Specialist

4 weeks ago

Montréal, Canada High Tech Genesis Full time

You will be supporting our residential customers & Partners (D2C & B2B), installation partners (SHIP), and internal teams across the journey: Pre-Installation: Educate, nurture, and assist prospects with product understanding, readiness, and qualification. Act as a trusted advisor, helping guide expectations and next steps. Installation: Be a reliable partner to installers and customers, addressing real-time questions and ensuring all necessary tools and documentation are available. Post-Installation: Support onboarding, usage, and any troubleshooting required via app, chat, phone, or email. Proactively gather insights to improve our processes, content, and service delivery. Continuous Feedback Loop: Actively capture and document customer feedback, and share it with product, operations, and marketing teams to improve the overall experience. In this role, you will: Respond to customer inquiries via email, phone, chat, SMS/WhatsApp and in-app support with professionalism, empathy, and accuracy. Own and resolve customer issues, coordinating across teams and escalating when necessary. Guide customers & installers through onboarding and ensure they feel supported at each touchpoint. Partner with the revops, marketing and product team on communications, campaigns, and content creation (FAQ, knowledge base, proactive emails). Support product and operations teams with testing, reporting bugs, and documenting patterns from support trends. Identify improvement opportunities across the customer journey and contribute to cross-functional projects. Contribute to the development and continuous refinement of customer service documentation and training. Maintain a customer-first, feedback-informed service mindset. Grow within the support team by deepening product expertise and stepping into Level 2/3, product, IS or Eng specializations over time Required skills and experience: 24 years of experience in customer support, success, or similar customer-facing roles (tech/startup/EV/clean energy sectors preferred) Experience working cross-functionally with sales, operations, and marketing teams Outstanding verbal and written communication skills in English (French, Spanish, Mandarin/Cantonese is an asset) Proven ability to stay calm and composed in high-pressure or ambiguous situations Demonstrated passion for technology, sustainability, and learning Comfortable using ticketing platforms, CRMs, and support tools (e.g., Dynamics 365, Jira Salesforce, Intercom) and Contact Center Omnichannel (Talkdesk, Genesis, Etc) Self-starter, resourceful, and solution-oriented mindset Willingness to work flexible shifts, including early mornings, evenings, or weekends as needed Strong organizational skills and ability to manage time independently Physical Requirements Prolonged periods sitting at a desk and working on a computer Occasional onsite participation or hands-on testing may be required High Tech Genesis Inc. is an Equal Opportunity Employer. Diversity and inclusion are at the core of our values. Please advise High Tech Genesis of any accommodation measures you may require. Please be advised: 1. Applicants must have the legal right to work in Canada. 2. Kindly submit your resume in MS Word format upon application for this position. Begin your exciting career with us by

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