Customer Support Specialist Jobs

Customer Support Specialist

searchie.io - Product Site

northresults.com - Company Site

Hybrid remote in Brantford, Ontario

Who we are and what we need

This is your opportunity to join our dynamic and growing SaaS company, Searchie.io. We help knowledge experts and businesses create, organize, and share content through digital courses, membership sites, coaching programs, or information businesses.

At Searchie, we are seeking an individual who excels at collaborating with cross-functional teams. Our perfect candidate could be a recent graduate from a STEM, Business Administration, Marketing, or Communications program, displaying a positive attitude and a strong desire to learn and advance within a dynamic software company.

As part of our team of Customer Support Specialists, you are responsible for delivering exceptional customer service and ensuring a positive experience for our clients. You will handle technical and financial issues and use your expertise to assist clients with the Searchie platform and other related products. The role involves leveraging administrative tools to test and resolve customer concerns and participating in knowledge management by creating and updating internal and customer-facing support documentation. You will work with different teams and support initiatives related to customer support and success. We're looking for a dynamic and open-minded candidate excited to learn new technologies, build relationships, and continuously develop their professional growth and skillsets.

Reports to: Customer Support Manager

Location: Brantford, Ontario. (Hybrid)

Term: Full-time

What you’ll do

• Support customer support and development initiatives by creating and maintaining Standard Operating Procedures, conducting audits, and identifying areas where team members need support or training.
• Resolve issues related to finances, permissions, plans, subscriptions, upload allotments, audience membership, and errors.
• Participate in discussions and create knowledge management materials for public-facing and internal support documentation.
• Respond promptly and provide helpful support to clients through CRM platform and email/chat.
• Provide front-end client support for technical, procedural, and financial concerns for clients and internal stakeholders.
• Collaborate with Customer Success, Development, Marketing, and all other teams to support Searchie, and related products, platforms, clients, and internal stakeholders. Also, support live events and promotions when necessary.

Who you are

You bring a contagious sense of humour and a positive outlook on life to your work and always look for ways to make people feel included and valued. You believe having fun is crucial for maintaining a healthy work-life balance and strive to bring joy to every aspect of your life.

As a true innovator, you constantly seek new and creative solutions to your challenges. You approach every problem with an open mind and a willingness to think outside the box. You value simplicity and believe the best solutions are often the easiest to understand and implement.

Finally, you are a true community builder who understands the power of collaboration and teamwork. You know that no one can achieve greatness alone and are always looking for ways to support and uplift those around you. With your strong sense of integrity and unwavering commitment to doing what is right, you inspire others to be their best selves and work together to create a better world.

Functional Skills

• Ability to communicate complex information in a non-technical manner
• Familiarity with customer relationship management (CRM) software such as Intercom, Zendesk or Hubspot
• Understanding of financial and payment processes and platforms (e.g. Stripe, Chargebee)
• Knowledge of technical support and troubleshooting processes
• Strong understanding of Searchie and related platforms
• Strong customer service and communication skills

Leadership and Execution Behaviors

• A flexible and proactive attitude, as well as the ability to work well under pressure.
• Ability to collaborate and work effectively with cross-functional teams including, but not limited to product, marketing, and development.
• Leverage administrative tools to test and replicate and resolve technical issues as it pertains to Searchie and related platforms.
• Strong technical aptitude, critical analysis and communication skills are being leveraged and improved.
• Helping team members succeed in their roles, with the ultimate objective of providing the best support possible to our customers.
• Good understanding of the payment process and a willingness to provide “best effort support” to clients to troubleshoot issues related to Searchie.
• Demonstrates the ability to think creatively and outside the box to solve complex customer issues.

Our Core Values

• Fun: Approaches their work with a positive and friendly attitude, using humor and empathy to connect with customers and make the support experience more enjoyable.
• Innovation: Always looking for ways to improve the support experience for customers, exploring new tools and technologies that can streamline processes and increase efficiency.
• Integrity: Communicates with customers honestly and transparently, providing accurate information.
• Simplicity: The customer support specialist communicates in clear and simple language, avoiding technical jargon and using plain English to ensure that customers understand the information they are given.
• Impact: Works to resolve customer issues quickly and efficiently, ensuring that customers are satisfied with the outcome and that the company's reputation for quality service is maintained.
• Community: Listens to customer feedback and uses that information to identify trends and make recommendations for how the company can better serve its customers.

Qualifications

• Bachelor's degree in a related field, such as Computer Science, STEM programs, Business Administration, Marketing, or Communications
• Experience with CRM software, helpdesk ticketing systems, and financial or payment platforms
• 1-3 years of relevant work experience in customer service, technical support, or a similar role

Benefits

• Full health benefits: includes dental, optometrist, prescription medication and alternative health modalities along with life insurance (after 3 months)
• One month paid sabbatical after five years of employment
• Continuous learning: Leadership training and role-specific development
• Hybrid work environment; 3 days in office preferred
• Company phone plan (optional after 3 months)
• RRSP matching (optional after 3 months)
• Flexible time-off: New team members get 3 weeks vacation in their first year. Unlimited personal time off after the first year.
• Parental-leave Top-up
• Company retreats, live events and celebrations

Searchie’s parent company, North Results, is a software and education company based in Brantford, Ontario, Canada. We teach entrepreneurs how to turn what they know, love, and do into recurring revenue through courses and memberships. We live and breathe our core values of fun, innovation, simplicity, impact, community, and integrity.

Accommodations

Should you require any specific accommodation during the recruitment process, please let it be known at the time of contact and we will make the necessary arrangements, up to the point of undue hardship.

North Results Inc. is dedicated to recruiting and retaining a qualified workforce. By valuing a diverse workforce, North Results Inc. is committed to hiring practices that are fair and equitable. North Results Inc. will always hire the most qualified candidate for a position. A protected ground will not be used against an individual during the hiring process. The company will ensure that the search and hiring processes are fair and equitable so that each candidate has a fair opportunity throughout the process regardless of any protected ground they may have.