Bilingual Customer Support Analyst providing support to Guelph Call Centre clients and employees. Assisting with inquiries, troubleshooting problems, and resolving escalated customer complaints.
About the role
- Technical Support Specialist providing high-quality assistance for Absorb's clients via phone, chat, and email. Troubleshooting technical issues and ensuring client success with the Absorb platform.
Responsibilities
- Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
- Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
- Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
- Manage customer expectations regarding estimated response times for issue resolution.
- Extensively research and document customer technical issues.
- Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.
Requirements
- 3+ years’ experience in a technical support position, (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc)
- Basic understanding of core web components.
- Exceptional attention to detail.
- Proven time-management capabilities.
- Excellent communication (both written and verbal) and active listening skills.
- Ability to grasp technical concepts and explain them in simple term.
- Previous LMS/E-Learning experience.
- Technical documentation experience.
- Zendesk, MSSQL, Jira, Confluence experience.
- Previous experience working with remote teams.
- Fluency in other languages (would be a bonus but not required).
Benefits
- Fully remote-first work with flexible work arrangements.
- Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location.
- New Hire Equipment Allowance and monthly Flex Allowance to support your success. Endless opportunity for career growth and internal mobility.
- Employee driven DE&I programs.
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