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 9am - 5pm or 11am - 7pm MST

Salary: $50,000 CAD

You will:

• Become a product expert, knowing features, workarounds, and even bugs inside and out!
• 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
• Report bugs and feature requests, and follow up with customers upon implementation
• 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
• Help out our customers (educators, students, Top Hatters, and higher education staff) with a wide range of challenges
• 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
• Other duties as required
• Respond to support tickets in a thoughtful, efficient and friendly manner
• 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!

About you:

• You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers
• You are flexible to work additional hours (including night shifts) may be requested voluntarily
• You are a natural at managing your time and prioritizing your tasks
• You’re a problem solver and have exceptional diagnostic skills
• You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer
• It would be great if you also knew a thing or two about Salesforce, JIRA or databases
• You're a master multi-tasker and keep your cool in high-pressure situations
• 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 are highly proficient in English and have strong verbal and written communication skills
• You have 1-2 years of experience in a customer-facing role and you loved it!
• Previous work experience in Tech Support in the Education, Continuous Learning and/or SaaS industry is an asset
• You are obsessively customer-focused. You have a high level of customer service aptitude and can manage customer expectations

Why team members love working at Top Hat :

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