Customer Support Specialist Jobs

Like all great fairy tales, our story begins with a heroic dream. You see, for far too long, millions of users were forced to toil under the rule of really crappy business software. So, to help them break free from this reign of terror, we built ParagonERP - a flexible and powerful solution fit for wholesalers and distributors.

ParagonERP is the “operating system” of our customers' operations. It operates smoothly in the background enabling them to ship millions of products around the world. That’s why it’s our job to ensure ParagonERP, and thus our customers' operations, never fails!

To provide our customers with the best experience possible, we need to introduce a new character to our story. That's where you come in - a Customer Support Superhero - ready to defend our customers and who will go to battle to help ‒ nay, save -- their day! Your mission will be to provide top-notch assistance, conquer technical challenges, and ensure our clients have a super-powered experience.

Responsibilities

• Champion the customer: Forge unbreakable bonds with our customers by providing outstanding support. You'll be their trusted ally, providing ongoing guidance and assistance in their journey with ParagonERP.
• Build our knowledge empire: Your organized documentation will be an invaluable resource for future missions. Contribute to the development and maintenance of support documentation, including FAQs, knowledge base articles, and troubleshooting guides. Sharing your wisdom with the team will enhance our overall support effectiveness.
• Troubleshoot & collaborate: Unleash your technical expertise to troubleshoot and diagnose customer issues like a true wizard. Team up with our implementation specialists and product managers to identify and implement the most powerful solutions or escalate and prioritize complex customer issues. You'll be the ultimate champion of bug eradication by collaborating with our developers and testers to prioritize and squash the bugs reported by our customers.
• Be a customer ticket Ninja: Use your lightning-fast skills to provide accurate and timely responses, leaving customers in awe of your support prowess. Communicate like a true superhero, keeping customers informed about progress on their issues, product updates and new features. Maintain a meticulous record of your heroic encounters, documenting customer interactions, issues, and resolutions.
• Become a Paragon whiz (with our help!)

About You

At the bare minimum:

• You’re thorough, accountable and can take initiative
• You have a sense of humour
• You pay attention to minute details
• You don't get frazzled in fast-paced environments
• You speak French & English
• You're a go-getter who loves things to be well-organized and coordinated
• You’re a team player yet also work really well independently
• You’re a quick learner, you’re curious and a problem solver
• You know great customer service when you see it (but better yet, you bring it!)
• You want to be part of something impactful
• You pride yourself on being a great listener & excellent communicator

Bonus Points For

• Speaking Dutch
• Knowledge of programming languages and databases
• Experience with and understanding of ERP systems and/or implementation
• Bachelor's degree in Information Systems, or a related field (or equivalent work experience).
• Familiarity with some of our tooling (GitLab, Zoho, Hubspot)
• Experience in technical support and/or software product support role

About Us

• We’re excited to read your application!
• We offer some cool benefits (comprehensive benefits, flexible working hours, remote work opportunities)
• We’ve won a number of “Great Places to Work” Awards
• We’re a dynamic and vibrant company that is constantly growing and innovating
• We’re in the business of growing and developing our team through training, workshops, mentorship & honest feedback. Many of us have started as interns and grown to where we are today.
• We like to have fun
• We’re not perfect - we make mistakes but we ‘fess’ up and learn from them
• We have a global team with offices in Montreal & Utrecht
• We’re always looking for ways to develop ourselves and have a greater impact
• We’re collaborative, team-oriented and always happy to help each other out
• We’re a friendly bunch who care deeply about our customers

Ready to dazzle us? ✨Be sure to read our guide on how to stand out

Start date: ASAP