Senior Technical Support Specialist

About Us

Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications.

Our award-winning CCM platform gives non-technical business users such as marketers, CX teams and product owners intelligent control over the content in customer communications to achieve unparalleled personalization, relevancy, brand consistency, and compliance. Only Messagepoint harnesses AI-powered Content Intelligence to automate and simplify the process of migrating, optimizing, authoring and managing business-critical on-demand, interactive and batch communications across all platforms and channels.

Founded in 1998 as Prinova, Messagepoint has grown from its beginnings as a top global Customer Communications Management (CCM) integrator, to become a leader in the space due to our unique ability to intelligently manage content.

Summary

We are looking for a highly motivated and driven individual to join the Customer Support team at Messagepoint. As a Senior Technical Support Specialist, you will play a crucial role in ensuring customer satisfaction and providing exceptional technical support for our Messagepoint SaaS products and software. You will be responsible for assisting customers with their inquiries, troubleshooting technical issues of varying complexity, and delivering effective solutions promptly. You are passionate about helping customers to be successful and ensuring their issues are efficiently worked through to resolution. By collaborating closely with the customer support team, product development, and other departments, you will contribute to enhancing the overall customer experience and driving customer success.

This position requires a highly motivated individual who is comfortable with managing internal and external customer relationships and exhibiting strong professionalism as part of 24x7 support operations.

Responsibilities:

• Provide first-class customer support:

o Respond to customer inquiries promptly and professionally through various communication channels (e.g., email, chat, phone).

o Guide customers in navigating and effectively using our products.

o Troubleshoot and resolve technical issues related to our software, escalating complex cases to appropriate teams when necessary.

o Validate case severity and urgency to ensure cases are addressed in priority order while meeting overall service level commitments

o Maintain accurate and detailed records of customer interactions, inquiries, comments, and solutions using a customer support ticketing system.

o Provide after hours and weekend on-call support on a rotation basis as part of the Customer Support team.

o Lead customer-facing support case review meetings as required.

• Technical issue resolution:

o Analyze and diagnose software-related problems reported by customers, applying logical thinking and problem-solving skills.

o Collaborate with customers to replicate and understand reported issues, ensuring thorough investigations for effective resolution.

o Communicate solutions, workarounds, and best practices to customers in a clear and concise manner.

• Product improvement feedback:

o Act as the voice of the customer, providing valuable insights and feedback to the product development and engineering teams to drive continuous product improvement.

o Identify recurring customer issues or patterns and suggest process improvements to enhance customer satisfaction and support efficiency.

• Knowledge management:

o Contribute to the creation and maintenance of customer support documentation, including FAQs, knowledge base articles, and troubleshooting guides.

o Stay up to date with product updates, new features, and industry trends to provide accurate and relevant information to customers.

Qualifications:

• Familiarity with cloud computing concepts and infrastructure is preferred.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Bachelor's degree in computer science, information technology, or a related field (or equivalent practical experience).
• Familiarity with Container orchestration software and microservices-based processing platforms (Kubernetes, Docker Compose) is preferred.
• Highly organized, detail-oriented, and able to prioritize tasks efficiently.
• Proven experience in a customer support or technical support role, preferably in a SaaS environment.
• Experience working with customer support ticketing systems and customer relationship management (CRM) tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical customers.
• Strong problem-solving and analytical skills, with the ability to assess complex issues and provide effective solutions.
• Familiarity with web technologies, APIs, and basic programming concepts.
• Experience with remote support tools and software is preferred.
• Familiarity with various operating systems, both Linux and Windows-based.
• Exceptional customer service skills, with a focus on building positive customer relationships.

Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.

We thank you for your interest, however, only those who qualify for an interview will be contacted.