Technical Support Specialist
C
CordanceB2B SaaS
Canada - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years of experience in a customer support, customer success, or technical support role.
- Required Skills
- JiraCustomer SuccessSaaSTechnical supportCRM
Requirements
- Minimum of 3 years of experience in a customer support, customer success, or technical support role.
- Outstanding communication, problem-solving, and interpersonal skills.
- Exceptional attention to detail, organization, and time management abilities.
- Demonstrated ability to manage multiple support cases or tickets simultaneously while maintaining quality.
- Ability to work independently and adapt to evolving client needs and priorities.
- Background in training delivery (live or virtual) and developing self-service resources.
- Ability to develop and maintain self-service resources like knowledge base articles, documentation, and FAQs.
- Experience supporting SaaS or B2B software platforms is preferred.
- Proficiency in support tools such as Salesforce Service Cloud and Jira is preferred.
- Experience with CRM systems such as Salesforce or HubSpot is preferred.
- Experience delivering remote or live training sessions using tools like MS Teams or Zoom is preferred.
Responsibilities
- Provide exceptional technical and product support to clients through various channels, including ticketing systems, CRM, phone, and email.
- Maintain subject matter expertise on company products, services, and industry standards through continuous learning.
- Ensure all customer inquiries and issues are handled promptly and effectively to achieve high customer satisfaction.
- Collaborate with Customer Success, Product, and Development teams to address client needs and provide insights for product improvement.
- Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.
- Participate in testing and providing feedback on new product features and releases.
- Track and resolve open issues, ensuring transparent communication and follow-up with clients.
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