Customer Support Specialist

1 month ago

Ottawa, Canada SHOEBOX Full time
Why we need you:
We’re seeking an energetic team member with a “can-do” attitude, tech enthusiasm, and a passion for excellent service. You thrive on building trust with customers and teammates, making a positive impact through your work.

Your primary responsibilities:

T1 Customer Support (60%)

  • Responding to customer email & phone inquiries, achieving response time targets.
  • Providing effective and efficient triage of customer complaints, identifying the solution or the appropriate next steps, and closing tickets promptly.
  • Escalating complex issues to T2 according to set criteria.
  • Communicate clearly with customers and ensure accurate information is recorded in Desk tickets.
  • Creating return cases and sales orders in CRM, monitoring customer portals, and following-up on hardware recalibrations.
  • Proactively listen to customer feedback and feature requests to flag product management teams for product improvements.
  • Collaborate with other Customer Experience teams to ensure the continued success of our customers.

T2 Customer Support

  • Investigating complex customer issues, logging bugs to engage T3 support, and providing status updates until resolution.
  • Advocating for customers to prioritize bug fixes, suggest Knowledge Base articles, and escalate severe issues when necessary.

Customer Support Function Administration (10%)

  • Handling primary phone coverage; coordinating alternative phone coverage when necessary.
  • Co-owning support tools and providing input for product improvements.
  • Managing customer notifications for recalibrations.

Requirements & Qualifications:

  • Post-secondary education in a relevant discipline or equivalent combination of job experience and training
  • Legally entitled to work in Canada
  • 3-5 years of experience in a related tech support role
  • Demonstrated experience using customer ticketing tools (ex. Zoho Desk, Jira, Zendesk, Salesforce)
  • Excellent written and verbal communication skills in English.
  • Proven experience in supporting Apple iPadOS/MacOS and Microsoft Windows mobile/desktop environments
  • Able to work a flexible schedule, including shift work
  • Customer-focused with a track record of accountability, problem-solving, and teamwork.
  • Attention to detail, analytical thinking, and continuous improvement mindset
  • PHI (Personal Health Information) handling
  • Effective time management
  • Attending and conforming to end-user security awareness training
  • Conforming to organizational information security policies
  • Conforming to Non-disclosure agreements, regulatory or contractual requirements
  • A complete background check (including a criminal record check) required

Assets:

  • Ability to communicate in languages other than English, especially Spanish and/or French
  • Experience in healthcare, biotechnology, or medical software industry
  • Familiarity with audio technology and terminologies
  • Experience supporting Apple iOS devices
  • Experience in SAAS (Software as a Service)
  • Proficiency in Microsoft Excel
  • General wireless network troubleshooting

Who are we? We’re SHOEBOX Ltd. We are a medical device company that designs and develops audiometry products creating a seismic shift in the way hearing healthcare is provided. Utilizing iOS and web technology to replace bulky, expensive equipment, we’re bringing hearing testing into the 21st century and making it more affordable and accessible than ever before.

Why that’s important: 5% of the world’s population suffers from disabling hearing loss, 60% of childhood hearing loss is due to preventable causes, and the majority of people with disabling hearing loss live in low-middle income countries. We can help. With our products, hearing testing can be conducted outside of a sound booth and without the need for clunky equipment (you just need a calibrated headset and an iPad or Laptop), which allows for testing almost anywhere, anytime, worldwide.

At SHOEBOX, your contribution will have a meaningful impact every single day. On top of that, you’ll be an integral part of an innovative team, working with the latest tools and technologies, pushing the boundaries of what the Customer Support function can do, and collaborating with colleagues who are super passionate about their work.
In joining us, you’re joining a dedicated and passionate team that works hard and cares deeply about the change we’re making in the world. We also take time to celebrate our successes, enjoy lunchtimes together, and genuinely like and care about one another. Also, our founder knows how to do magic tricks. It’s pretty cool.

To learn more about us and what we stand for, read the SHOEBOX story and our company and audiometry and hearing screening blog .

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