Customer Support Rep

Customer Support Representative 
 
Position Overview                                                               

This role involves interacting with and helping our users work through any challenges they have with our products. They utilize their strong customer service skills to provide product support and leverage their technical skills to investigate, troubleshoot and diagnose any technical issues on the web platform or on our mobile applications (iOS and Android).  

 Essential Job Functions                                                          
 
●      Respond to support requests via email, message forums, or internal messaging systems in an empathetic, clear, and succinct manner with a short turnaround time
●      Provide product support and leverage technical knowledge to investigate, troubleshoot and diagnose any technical issues on the web platform or on our mobile applications (iOS and Android)
●      Work with QA team to investigate potential bugs; document details or reported issues, use JIRA to monitor and work with engineering and QA teams to find solutions
●      Track member feedback about functionality, new product features, etc.
●      Be aware of how products function and how update may affect users, stay up-to-date with product releases and new features
●      Drive growth and retention through the customer service experience
●      Help maintain internal team documentation 
●      Special projects in collaboration with other internal teams 
●      Other duties as assigned
 
 Non Essential Job Functions                                                            
 
●      Produce weekly reports
●      Assist Community Development managers at managing of sites
●      Attend meetings and record meeting minutes
●      Record details of inquiries, comments and complaints
●      Record details of actions taken
 
 Knowledge, Skills, and Abilities                                                            
 
●      High school diploma, general education degree or equivalent
●      3+ years of customer service experience
●      Knowledge of customer service principles and practices
●      Strong written and oral communication skills, ability to communicate clearly with customers with a wide range of tech savvy
●      Technical background; comfortable troubleshooting web and mobile applications and basic terminology, problem analysis and problem-solving
●      Knowledge of G-Suite, Xenforo (or other forum software), desk.com (or other ticket management solutions), VarageSale (or other buy/sell platforms) desired
●      Strong interpersonal skills, ability to collaborate well and work with a team (in office & remote) 
●      Capacity for working well under pressure with accuracy, meeting set objectives and generate responsible solutions to day-to-day problems
●      Ability to recognize and adapt to changing conditions, including re-definition of role as needed
●      Understanding of forum communities an asset 
●      Bilingualism an asset
 
 NOTE:  This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated and ad hoc projects to meet the ongoing needs of the organization.                                                         
 
 
 
 
 
 

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