Work from home - Canada
This role is for someone in Canada. You’ll start between 8:30am-9am in your time zone. Please only apply if you are located in Canada.
Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you!
As a Customer Success Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. Through the creation of documentation and by communicating through our ticketing system, you’ll be answering questions, solving problems, and guiding clients towards making better decisions. You’ll become an expert at using our platform and will be instrumental in the success of our clients.
Primary Responsibilities:
- Answer support tickets + live chat through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
- Educate our clients on best practices to help them grow their business and be successful.
- Create help articles in Hubspot to grow our knowledge base.
- Identify, reproduce, and document bugs for the development team to address.
- Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
- Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
- Occasionally jump on a video conference call to discuss and walk through complicated customer issues.
Skills & Competencies:
To be successful in this role, you must:
- Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
- Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
- Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
- Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
- Have a strong positive attitude and perform well under pressure.
- Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
Minimum Qualifications:
- Have worked in a SaaS business before.
- Have experience in an online customer facing role.
- Have experience working remotely.
Please email margaret@commerce7.com or apply through this link -https://fullsteam.wd1.myworkdayjobs.com/External/job/CAN-ON-Remote/Customer-Success-Specialist_JR101550