Support Specialist

Overview As a Support Specialist, you will be a crucial point of contact for our customers, providing expert application support and ensuring their satisfaction. You'll handle complex inquiries, contribute to our knowledge base, and act as a vital link between our customers and internal teams, helping to maintain strong relationships and drive continuous improvement. What You Will Be Doing Provide prompt, professional, and courteous assistance to customers via phone, email, chat, or in-person. Address customer inquiries, complaints, and requests, ensuring customer satisfaction and positive experiences. Maintain in-depth knowledge of the company’s products or services to provide accurate information and guidance to customers. Stay updated on product updates, promotions, and new offerings to inform and assist customers effectively. Identify and resolve customer issues, complaints, or concerns in a timely and efficient manner. Collaborate with other departments (e.g., technical support, billing) to resolve complex problems and provide solutions. Actively listen to customers to gather feedback on their experiences and suggest improvements to products, services, or processes. Document customer feedback and report recurring issues or trends to management for further action. Accurately enter customer data and interactions into the company’s customer relationship management (CRM) system or database. Ensure that all customer interactions are logged and tracked for follow-up and service improvements. Identify issues that require escalation and ensure they are passed on to the appropriate team or supervisor for resolution. Follow up with customers after escalation to ensure their concerns have been addressed. Build and maintain strong relationships with customers by providing exceptional service and personalized attention. Ensure customer loyalty by ensuring satisfaction with every interaction, fostering trust, and encouraging repeat business. Work with other customer service representatives and departments to share knowledge, solve problems, and ensure smooth service delivery. Contribute to team meetings or training sessions to discuss challenges and share best practices. Follow company policies and procedures for handling customer inquiries, complaints, and orders to ensure consistency and compliance. Stay informed about any changes in policies, products, or services to accurately communicate information to customers. Perform other tasks and assignments as needed. What We Are Looking For 1+ year(s) of customer service experience in a technical environment or relevant experience. Proven problem-solving abilities. Proven verbal skills and exceptional written skills. Experience in technical documentation. Ability to multi-task effectively. Benefits 3 weeks' vacation and 5 personal days Comprehensive medical, dental, and vision benefits starting from your first day Employee stock ownership and RRSP/401k matching programs Lifestyle rewards Remote work and more Salary Range The hiring range for this role is $22 to $25 USD per hour. Final compensation will be based on experience, skills, market conditions, and internal equity. #J-18808-Ljbffr