Commerce platform support specialist operating CloudBlue SaaS commerce solutions for HostPapa’s web hosting business. Supporting partner onboarding, integrations, automation, troubleshooting, and subscription operations.
About the role
- Application Support Specialist supporting Lightspeed’s NuORDER B2B commerce platform. Troubleshooting applications, analyzing data, and resolving retailer and brand customer issues remotely in British Columbia.
Responsibilities
- Deliver world-class support to Brands & Retailers using the NuORDER by Lightspeed B2B platform
- Become an expert in the NuORDER web and iPad app
- Troubleshoot application issues and bugs raised by clients or internally
- Provide guidance on application features and configuration
- Test and replicate client-reported issues
- Deliver high-quality customer experiences and interact professionally with VIP clients
- Manage a high volume of customer tickets via email, chat, and phone
- Collaborate with teams to achieve the best customer outcomes
- Analyze customer satisfaction scores and progress in platform functionality and team process competencies
Requirements
- 2+ years of experience in an analytic, customer service, or SaaS/technology-related role
- Experience in B2B or SaaS product support
- Understanding of B2B eCommerce, wholesale retailing, and merchandising principles is a plus
- BA/BS or equivalent experience
- Ability to analyze and manipulate data in Excel
- Ability to work with customers to identify data issues
- Understanding of data integration principles, including API/FTP
- Strong communication skills
- Customer service mindset and problem-solving ability
- Ability to work in a fast-paced, dynamic environment
Benefits
- A flexible work environment
- Flexible paid time off and remote work policies
- Equity options
- Contributions to your pension plan
- Training opportunities to grow your skills and career
- Health and wellness credit
- Time off to volunteer and give back to your community
- Interest groups, employee led networks, social committees to sponsored sports teams
- Computer purchase program to get your personal Macbook
- Enhanced parental leave
- Medical, dental, wellness, life and disability insurance
- RRSP plan and match
- Paid parental leave top-up
- Paid time off
- Continuous learning opportunities
- Global mobility
- Diverse and inclusive team environment
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