Technical Support Specialist (Remote)

Do you have a customer-obsessed mindset? Does surprising and delighting customers make you a happy camper? If so, Top Hat is the right place for you! We're looking for a world-class Technical Support Analyst to join our dynamic Customer Success team.

We work in higher education, so that means you'll be going back to school...kind of. You'll be working daily to provide technical support to students, instructors and staff who use our tool every day to enhance the classroom experience. You’ll also be working hand in hand with your fellow Top Hatters to collaborate and solve all kinds of problems!

Hours: Monday - Friday from 8am - 4pm PST or 10am - 6pm PST

Salary: $50,000 CAD

You will:

• Identify the root cause behind customer pain points and work with our customers to resolve open tickets
• Communicate with Support and other teams (Engineering, Product, QA, Finance, etc.) to prioritize and resolve customer issues
• Respond to support tickets in a thoughtful, efficient and friendly manner
• Other duties as required
• Help out our customers (educators, students, Top Hatters, and higher education staff) with a wide range of challenges
• Proactively communicate with professors regularly to ensure that all their issues and concerns are being dealt with. We aim to be proactive rather than reactive here at Top Hat!
• Become a product expert, knowing features, workarounds, and even bugs inside and out!
• Help out other team members with questions, documentation, training, case volume, or any other challenges to share and leverage your product knowledge on features, workarounds, and bugs
• Report bugs and feature requests, and follow up with customers upon implementation
• Effectively manage case backlogs to achieve zero red cases and to communicate a next reply timeline to our customers if an update is not yet available

About you:

• You are highly proficient in English and have strong verbal and written communication skills
• You get technology and are considered a nerd (we’re full of them here, don’t be shy). You love to learn and are not afraid to get your hands dirty to figure out how things work
• You have 1-2 years of experience in a customer-facing role and you loved it!
• It would be great if you also knew a thing or two about Salesforce, JIRA or databases
• You are a natural at managing your time and prioritizing your tasks
• You are flexible to work additional hours (including night shifts) may be requested voluntarily
• You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer
• Previous work experience in Tech Support in the Education, Continuous Learning and/or SaaS industry is an asset
• You're a master multi-tasker and keep your cool in high-pressure situations
• You are obsessively customer-focused. You have a high level of customer service aptitude and can manage customer expectations
• You’re a problem solver and have exceptional diagnostic skills
• You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers

Why team members love working at Top Hat :

• A management team focused on performance, growth, engagement and connection
• Competitive health benefits that start on day one
• Innovative PTO policy with lots of time and space for self-care
• We’re a company of invested owners - every Top Hatter receives stock options
• A noble mission that creates meaningful, fulfilling work
• An awesome and welcoming Toronto HQ, and a growing sales hub in Austin, Texas
• Professional learning and development for all role levels
• Passionate customers that believe in us—and what we do
• A team that cares deeply for customers and for each other
• Our winning strategy and market potential