Customer Support Specialist Jobs

We are looking for an experienced Customer Support Representative to join our growing EHS company. Ideal candidate has support experience and a technical background. This is a fully remote position and we need someone in Western Canada. You will help support new and existing customers. The Support team is our frontline and plays a very important role in the client experience.

Support will support our two main product/services:

1. AuditSoft Audit Tool Software.

2. SafetyVantage eLearning.

The Opportunity

As a Customer Support Representative, you will be working closely with Success and the Development teams to help respond to client questions and tickets. The ideal candidate should have experience with software support and software deployment.

• A great deal of freedom, trust, and accountability. No long approval processes, you are free to take action. This freedom goes hand in hand with responsibility.
• You will create working relationships with the industry’s leaders.
• You will become an expert in EHS auditing programs and deployment.
• We are a fully remote company. You should be available for our customers during Mountain or Pacific business hours. Specifically, western Canada prime time, and preferably located in Alberta, British Columbia, Ontario, or Saskatchewan.
• Joining an early team and growing with it.

Role and Responsibilities

·Act as the frontline support for desktop and web-application support.

·Responding to queries via chat, email, or phone.

·Training other staff members on troubleshooting and diagnosing problems.

·Writing, editing, and revising standard processes and responses to queries to ensure efficiency and quality of service.

·Providing technical assistance for questions and problems.

·Remotely assisting clients via MS Teams/Zoom to resolve software and performance relates issues including troubleshooting.

·Diagnosing basic system errors and other issues.

·Following up with customers to ensure full resolution of issues.

·Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.

·Invoice and process bulk purchases.

Qualifications

Must have:

• Available during Mountain or Pacific prime times.
• An interest in working with safety professionals.
• Excellent reading comprehension, listening, and writing skills in English (French is a plus).
• Experience working on projects, software deployments, and task management.
• Basic understanding of HTML is a bonus.
• Quick learner, organized, curious, and solution focused.
• Post secondary qualification in technology or business.
• Strong Microsoft XLSX skills.
• Customer-oriented and friendly attitude.
• Comfortable speaking with customers through chat or on the phone.
• Prior experience working B2B, SaaS, government organizations.

⚡️Start Date

• A.S.A.P (June 2023)

What we offer:

• Great benefit coverage.
• 15 days vacation per year.
• Home office and hardware setup budget.
• $50,000 - 55,000 annual compensation (dependent on experience and qualifications)

Hiring process

• ~60 minute Teams meeting to dive into competencies.
• ~60 minute Teams meeting with Founders.
• ~30-minute Teams chat.

The Team

SafetyVantage is a software company specializing in the development and delivery of Occupational Health and Safety technology-based solutions, products, services, and online training.Under the AuditSoft brand (auditsoft.co) we are focused on developing audit productivity solutions for Safety Associations. Safety Associations partner with AuditSoft to streamline their safety audit programs which help reduce workplace risks that may result in injury and fatalities (health, safety & well-being). At SafetyVantage we pride ourselves on our innovative software solutions and our exceptional customer service.We are committed to delivering best in class service to our clients, partners, and teammates. We do this through collaboration and focusing on client needs.