Customer Support Specialist - Aplos
V
VeloraNonprofit Software
California, Colorado, Georgia, Florida, Idaho, Maryland, Massachusetts, North Carolina, Nevada, Oregon, South Carolina, Tennessee, Texas, Virginia, Washington British Columbia, OntarioFull-TimeMiddle
Salary50,000 - 58,000 CAD per year
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Job Details
- Experience
- Minimum 1-2 year experience
- Required Skills
- ZendeskCRM
Requirements
- A college degree in accounting, information Technology, Business or a related field
- Minimum 1-2 year experience in customer support, preferably in a software or technology-related field
- Technology savvy with strong problem-solving skills with the ability to think critically and adapt to various customer situations
- Empathy and patience in dealing with customer inquiries and concerns
- Familiarity with Zendesk and CRM software
- Demonstrates a strong commitment to understanding and prioritizing the customerâs needs and experience
- Actively listens to customers and shows empathy in resolving concerns, ensuring they feel heard and valued
- Excellent communication skills, both written and verbal
- A passion for technology and a desire to stay updated on industry trends
- Willingness to work flexible hours, including evenings and weekends if necessary
Responsibilities
- Deliver courteous, timely, and solution-oriented support to customers across multiple channelsâincluding phone, email, chat, and social media.
- Approach each interaction with empathy and a focus on resolving issues in a way that builds trust and drives satisfaction.
- Develop deep product knowledge to confidently guide customers through troubleshooting and best practices.
- Leverage this expertise to not only answer questions but also proactively identify solutions that help customers succeed with our platform.
- Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner.
- Collaborate with senior support team members to ensure the customerâs concern is fully addressed, always keeping their satisfaction as the top priority.
- Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams.
- Advocate for changes that enhance satisfaction and ensure our products evolve in a way that reflects what matters most to our users.
- Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions.
- Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities.
- Share this feedback with product teams to help shape meaningful updates that better serve customer needs and reduce friction.
- Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles with the customer in mind.
- Contribute to product excellence by participating in testing and quality reviews as needed, using a customer-first mindset to identify bugs, confusing workflows, or missing functionality that may impact the user experience.
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