Customer Support Specialist Jobs

Who We Are

Recollective is the world’s leading online qualitative research platform. Over the past decade, we've worked with some of the largest and most ambitious organizations to help them engage with their target audiences to gain valuable and actionable insight.

With an award-winning suite of powerful research functionalities supported by highly skilled in-house research and service professionals, Recollective makes it easy for our customers to conduct their research online. Whether as a fully customizable DIY solution or implemented with the support of our growing network of global service partners, Recollective is in use at thousands of organizations around the world.

As a fast growing tech company located in Ottawa, Canada, we have very ambitious goals and we’re not slowing down. We like to dream big, get things done and have fun while doing it. Interested? Apply today!

Scope of the Role

As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers.

You will interact with customers each day by email, phone or live video session to provide technical support. That might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs.

If you love problem solving and want to work in a dynamic, fast-paced environment, we invite you to take the first step in applying for this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn more about the job to ensure this is the right step forward in your career path.

Role Responsibilities

• Document customer experiences and formal feedback
• Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
• Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed
• Support and collaborate with Recollective's product and sales teams
• Provide discrete in-app support during live research sessions for customers
• Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
• Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform

Required Skills and Experience

• Excellent written and oral communications skills. This role is English essential. Preference given to candidates who are also fluent in Spanish or French.
• Self-starter that is able to work unsupervised, effectively and committed to continuous learning
• University or College degree or diploma in any discipline
• Experience leading live video and screen sharing sessions
• Candidates must be able to demonstrate a minimum of 2 years experience working in a professional customer-facing role
• Ability to empathize with the customer and provide an exceptional support experience.
• Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately.

Location

This position is open to all applicants located in Canada, although preference will be given to those located in Ottawa and those willing to work within the Eastern Time Zone.

We offer supportive and flexible work arrangements to all our employees - a mix of in-office and virtual.

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What We Can Offer You!

When you join Recollective, you become part of a friendly, welcoming culture that we are particularly proud of. Choose to build your career with us at Recollective and here’s what you can expect…

• We communicate constantly, openly and honestly; our CEO hosts company-wide meetings twice per week and candidly shares important business updates
• We have fun doing serious work
• Superior health benefits (Health, dental, vision etc.)
• We embrace flexibility, fairness and equality
• We do what’s right for our customers and then some so they come back and bring friends
• Competitive compensation
• We learn and get better from every experience
• RRSP matching and much more
• We seek new ways to grow the company and each other

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Recollective is an equal opportunity employer and welcomes applications from all qualified individuals including women, Indigenous peoples, people with disabilities and racialized people, people from gender and sexually diverse communities.

We want to be sure that everyone is able to participate fully and equally in our selection process. If you are selected for an interview, please let us know if you require any special accommodation.

Recollective is committed to protecting our job applicant's personal information. We gather, store and handle data fairly, transparently and with respect towards individual rights. By applying, you declare that you have read, understand, and consent to our Job Applicant Privacy Policy.

We would like to thank all applicants for their interest in our company, however, only those candidates selected for an interview will be contacted by our Talent Acquisition team.