Customer Support Specialist – Always Accepting Applications

THIS IS AN EVERGREEN RECRUITMENT POSTING.

We continuously build our customer support specialist talent pipeline because we're always looking to connect with exceptional technical customer support specialists who are interested in exploring opportunities with us.

About the Role:

We are looking for a Customer Support Specialist (T1).

Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Does this sound like you?

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem-solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn
• A natural puzzle solver

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup
• Experience with ticketing systems like Intercom
• Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)

Compensation:

• Canada-based candidates: CAD 65,000-70,000
• US-based candidates: USD 55,000 - 60,000

#LI-Remote