Onboarding & Support Specialist

Onboarding & Support Specialist – Bilingual preferred

Ackroo is seeking an Onboarding & Support Specialist for a full time, permanent position (a combination of a home office and in-office work) at one of Canada’s most exciting and innovative companies. This is a multifaceted role, which requires abilities in sales, customer service, and support, product documentation, onboarding, and training, as a member of a cross-functional team. You will work under the engineering domain, reporting to the Director of Onboarding and Support, but must interface with other groups such as operations, marketing, and product development. Ackroo is building the next generation of the gift card, loyalty rewards, marketing, and payment products. You will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence
in customer experience.

Responsibilities:
  • Onboard, train, and install Ackroo Online, Point-of-Sale, and Payment products for new and existing merchants
  • Manage and prioritize deployment tasks and projects by coordinating technology vendors, merchants, and other parties to see the project to completion
  • Carry out 1st-line technical support by phone and email, based on product knowledge and provide refresher training on software utilization as needed
  • Manage inbound sales orders for small-to-medium-sized merchants
  • Coach merchants to see positive ROI with the Ackroo products and services, identify upsell opportunities and convert inbound inquiries to sales leads
  • Take ownership of customer issues, troubleshoot and see problems through to resolution
  • Define and follow support and on-boarding workflows and automation processes
  • Escalate product issues to Engineering team
  • Work with internal teams to obtain an in-depth understanding of our products and provide them with pre-sales support 
  • Identify and document product defects and feature requests
  • Write documentation (English and French) identifying frequently asked questions and technical/instructional articles

Required Qualifications:
  • Excellent communication skills, written and verbal, in English
  • Strong problem-solving and project management skills and attention to detail
  • Strong customer support skills
  • Experience in sales and building customer relationships
  • Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries
  • Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

Experience in any of the following would be considered an asset: 
  • Outbound sales experience
  • Bilingual English-French, with excellent communication skills, both written and verbal
  • Familiarity with Zendesk, or equivalent customer service and support ticket system
  • Familiarity with Gitlab, or equivalent defect tracking/project management tools
  • Familiarity with Salesforce, or equivalent sales and business CRM tools
  • Familiarity with technical writing and product specification
  • Familiarity with SQL queries, relational databases, scripting, Unix commands, and comfortable with technology in general
  • Familiarity with delivering webinar presentations for training purposes

What We Offer:
Great work environment, competitive pay, full employee benefits, stock options, high career growth capability, and on-going training and development.

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