We are looking for a self-motivated Technical Support Specialist to join the ContactMonkey Toronto Team!
ContactMonkey helps businesses boost growth and productivity through their internal communications. Our product empowers organizations to send responsive HTML emails without leaving their Outlook or Gmail inbox. Today, ContactMonkey's software is being leveraged within the world's leading Enterprise organizations, including brands like IKEA and Ticketmaster! We are pumped to be the best-in-class software for internal employee communications.
It should also be mentioned that we are one the fastest growing companies in Canada, and profitable too. It is an incredible time to join us!
About the job
We are looking for a talented Technical Support Specialist who will be an important support team member, supporting the ContactMonkey ecosystem. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to delivering best-in-class technical support. The ideal candidate must demonstrate advanced troubleshooting skills and business acumen. This candidate will be expected to interface and work collaboratively with our team leadership, product/dev team and success teams in order to offer the best service possible to our customers.
We understand that joining a team is one of the most important decisions you make ❤️, and adding a team member is one of the most important decisions we'll make. Through our process, we want you to get to know us and understand how you approach problems, learn, and what motivates you.
What you'll be doing
- Communicating with customers to ensure that all of their needs are understood and addressed
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Collaborating with various internal departments to ensure that all customer requests are fulfilled
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Acting as a representative of ContactMonkey to ensure that customer needs and business demands are met with a focus on improving the customer experience
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Appropriately following policies, procedures, and escalation workflow to ensure an effortless experience
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Working to de-escalate situations involving dissatisfied account owners, offering assistance and support
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Documenting and reporting on customer feedback and insights to improve the ContactMonkey product and customer experience
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Guiding users through platform troubleshooting, Help Center, or additional tools and resources
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Maintaining essential program knowledge that is critical for our customer success
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Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
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Performing project duties and tasks that are within your skill and expertise level as assigned by leadership
What you bring to the team
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2+ years experience in technical support or customer service for a Saas business
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Experience in troubleshooting software products
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Familiarity with Zendesk, Salesforce and Github
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Excellent communication and teamwork skills. People learn to come to you seeking answers and guidance
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Strong technical aptitude and attention to detail
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You look for solutions before presenting problems
You'll get major bonus points for
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Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
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Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
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Confident and collaborative communicator with Saas support experience
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Ability to maintain composure and focus under pressure
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Excellent multi-tasking and time management skills
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Infectious ambition, positivity, engagement, and the desire to provide support to software users within the internal enablement environment
While we appreciate the full set of listed qualities, we also value growth and curiosity. Even if you don't tick every box but are excited about the role, we want to hear from you!
Why ContactMonkey?
We offer…
