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Customer Support Specialist I - United States or Canada

Job Details

Experienced
Canada - Remote - Longueuil, OH
Fully Remote
Full Time
Customer Service

Customer Support Specialist I - Bilingual (FR-EN)

STACK prides itself on great customer service! Helping our customers quickly and accurately is something we are proud of with numerous reviews from customers praising the service they receive. We are looking to hire someone who will help own our first level of technical support which comprises of Chat, email and phone calls in both our SmartUse and STACK products.

 

STACK’s core values are:

1. Ownership: we believe in taking initiative and being accountable through action.

2. Optimism: we’re confident in our solution, we see the best in each other, and we have fun!

3. Openness: we believe in fostering new ideas and welcoming new opportunities.

 

STACK exists to help simplify the construction process. Our Support team prides itself in helping our users fully utilize the benefits STACK provides by adding hours back to their day, eliminating costly mistakes and mitigating risk.
 

This role will learn both of our products. This encompasses helping trouble-shoot potential bugs across multiple devices, helping facilitate login issues, trouble-shooting permissions or understand how to apply their real-life scenario in our software in the easiest way possible.

 

The Customer Support Specialist’s primary responsibility is resolving customer technical issues: help own quick and accurate responses and follow-up with tracking customer issues and challenges. This role will help fully own incoming technical support needs, resolving customer problems and identifying recurring issues. This role will be responsible to help communicate with our product team potential application issues, escalate challenges and help document customer requests and feedback. This role will also help track customer Cases and ensure full resolution.

 

This position will communicate and collaborate with our Account Managers and Trainers to keep informed of potential issues. This role will need to be bilingual in French and English. This role will be supporting users 8am to 5pm Pacific Time. This role will need to be comfortable working independently.

 

This position will need to trouble-shoot technical device issues across mobile, tablet and desktop devices with Windows, Apple and Android products. Our Customer Support Specialist I will coordinate with Product and Engineering to resolve customer issues and help document customer product requests and feedback. This role is passionate about servicing our customers and our products. They are a creative problem-solver. They should understand differences between technological devices across operating systems and types (tablet, mobile, desktop; Android, Microsoft, and Apple).

 

We have a great team that helps each other out! The right team member for this position will be someone who is patient, a strong    listener, knowledgeable of browsers, operating systems and mobile devices, curious to learn, strong written and verbal skills, customer-first approach, detail-oriented and trustworthy. This individual should be proactive in new ideas and resolving issues.

 

This position may be remote. Primary hours for this role will be 8am to 5pm Monday through Friday Pacific Time Zone. Role does require some light support over holidays in December.

 

Essential Performance Responsibilities and Expectations

1. Report into the Customer Success team.

2.Collaborate with the STACK Training team, Account Management team, Engineering team and Product team to resolve customer issues.

3.Develop expert-level knowledge of SmartUse and STACK in order to provide help to our customers quickly and accurately.

4.Help improve Customer Support processes.

5.Maintain calm and creative problem-solving skills in helping assist customers with technical needs via phone, email and Intercom chat.

6.Maintain Service Level Agreement on customer issue resolution.

7.Reply and resolve inbound customer support requests via Chat, Email and Phone.

8.Maintain calm and provide creative problem-solving skills in helping assist customers with technical needs.

9.Attention to detail.

10.Analyze and report product issues.

11.Determine, review criticality, and prioritize issue resolution.

12.Guide clients to use self-help resources.

13.Stay up to date with new product features and launches.

14.Stay informed on our customers’ business challenges/issues, industry trends and competitive intel.

15.Proactively suggest how to enhance our current processes of systems and tools we use.

16.Assist with implementation and ownership of Bug/Issues Tracking.

17.Coordinate with Product & Engineering on resolving customer issues.

18.Collaborate with Product team on upcoming releases.

Qualifications

  • Bi-lingual in French and English in written and verbal communication. .
  • Passionate about servicing our customers and our products.
  • Ability to trouble-shoot between technological devices across operating systems and types (tablet, mobile, desktop; Android, Microsoft, and Apple).
  • 2 to 5 years of experience in Technical Customer Support
  • Experience with Chat Support
    • Experience with Intercom is a plus
  • Strong written and verbal communication skills
  • Understanding of how software APIs work
  • Creative Problem-solver
  • Active team player, self-starter and multi-tasker who can quickly adjust priorities
  • Calm in responding to multiple items
  • Able to work independently
  • Works to find a solution
  • Positive mindset
  • Dependable
  • Can assess priority tasks
  • Patient
  • Empathetic
  • Experience with both Windows and Macs
  • Knowledge of Salesforce is a plus
  • Knowledge of Jira or project management tools is a plus
  • Knowledge of the construction industry is a plus
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