Customer Support Specialist supporting Modash users through troubleshooting, guidance, and documentation. Improving customer experience for a Canada - based remote support team.
About the role
- Customer Support Specialist supporting lending institutions using Infinity’s customizable loan-management platform. Troubleshooting client issues, guiding users, and improving support processes remotely.
Responsibilities
- Manage incoming support requests and triage emails and calls
- Create tickets when needed and resolve issues efficiently
- Address concerns ranging from password resets to functionality questions
- Provide real-time assistance via phone, chat, and email
- Follow up consistently to ensure resolution and client satisfaction
- Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge
- Collaborate with Developers and Business Analysts on client-focused solutions
- Participate in group communication channels, team meetings, training sessions, and webinars
- Gather client feedback and communicate enhancement requests to Product and Development teams
- Train clients on new releases
- Contribute to continuous learning, knowledge sharing, and process improvement
Requirements
- 2+ years of experience in technical customer support
- Experience ideally in a startup or high-growth environment
- Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST)
- Proficiency with Microsoft Office, databases, and remote access tools
- Ability to quickly learn new tools, releases, and functionality
- Ability to learn and adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms
- Analytical, detail-oriented, client-focused, critical-thinking, problem-solving, and organizational skills
- Excellent verbal and written communication skills
- Ability to translate technical guidance for non-technical audiences
- Ability to collaborate effectively in a virtual environment
- Sound judgment and responsiveness
- Respect for differing perspectives and commitment to inclusivity
Benefits
- Fully remote position
- Continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line
- Coaching and career development support
- Collaborative remote environment
- Virtual interview process
- Accommodations available on request for candidates taking part in all aspects of the selection process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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