Senior Technical Support Advocate
New
B
BoldrSaaS
Ontario, CanadaFull-TimeSenior
Salary3,358.33 - 4,200 CAD per month
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Job Details
- Experience
- 2+ years
- Required Skills
- MS OfficeTroubleshootingTechnical supportCRMSaaSGoogle Workspace
Requirements
- 2+ years of experience with high volume product support.
- Experience with second tier or escalated support teams.
- Strong user empathy and understanding of support case lifecycles.
- Experience supporting SaaS products.
- General knowledge of web-based and mobile applications.
- Proficiency in CRM software and customer service platforms.
- Strong knowledge of cloud-based applications (Google Drive, Sheets, Docs).
- Proficiency in MS Office applications.
- Ability to quickly learn and navigate new technology.
- Experience contributing to support team foundations and process improvement.
Responsibilities
- Become an expert in all of the company’s products.
- Respond to user support cases in a high volume environment.
- Clearly and empathetically communicate with a wide range of user personas.
- Prioritize critically and comfortably adapt to an ever-evolving product landscape.
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues.
- Provide suggestions for improving user satisfaction through support processes.
- Provide technical support to customers via phone, email, and chat.
- Diagnose, address, and resolve technical issues efficiently and accurately.
- Escalate complex issues to higher-level support.
- Perform investigation and problem tracking to ensure issues are properly resolved.
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