Junior Customer Solutions Expert

Archon Systems - Toronto, ON (11 months ago)

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What you'd do:
Provide customer support by email, live chat, and phone during business hours (9am - 6pm EST, Monday-Friday)
Help our customers get set up and acquainted with our products through onboarding calls, seminars and toolkits
Know our products (inFlow Cloud and inFlow On-Premise) inside and out (including best practices)
Make people happy by solving problems. Earn more praise like this: “I want to thank inFlow support. They were so amazing helping us set up our very complicated inventory. This is by far the best support team I have ever worked with. Thank you guys very much!”
Gather feedback from customers and share with our development team
Help people troubleshoot technical issues, including investigating SQL databases and computer networking issues
Write articles to teach people about our software
Periodically help with testing and suggesting new improvements to the product
Represent the customer voice and Support team on special projects across departments
Come up with your own ideas on how to help out!

What we need from you:
Love to help people. It bugs you when people are frustrated or confused.
Personality - you don’t need to be the life of the party but you are friendly, positive, and likeable!
Comfortable picking up the phone and talking directly to our customers
Strong problem solving skills and creativity in solving customers’ unique concerns.
Able to learn and explain complex software features simply.
The ability to enthusiastically learn new technical skills.
Team player - we’re a tight knit team that shares a lot of knowledge and always help each other out wherever we can, even if it’s outside our jurisdiction
Experience in front-line or service-based position (support, hospitalities, retail, etc.) preferred
Be a computer-person. You need to be fluent working with Windows, Office, and not afraid to dig in and fix stuff.
Comfortable with online communication tools (e.g. Slack), which is the main way we communicate while remote
You can type quickly (at least 50 words per minute).
Magnifitastic writing skills.
A plus: experience specifically doing technical support, weird hobbies.
Now what?

What are you waiting for? To apply, go to this webpage:
http://bit.ly/archon-support-oct-2019