Technical Community Support

SmartSimple Software - Toronto, ON (8 months ago)

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Technical Community Support (Toronto)

Job Description: Technical Community Support
Team: Community Support
Report to: Director, Community Support
Location: Toronto, Canada
Employment Type: Full time
Permanent Hours: Monday to Friday, 7.5 hours/day between three shifts (daytime, evening, and overnight)

Looking for an exciting opportunity to join a fast-paced, forward-thinking Technical Community Support team at SmartSimple? As the Technical Community Support Analyst you are responsible for essential customer level support, management and resolution to help customers actively address risks, minimize performance impacts and ensure continued customer satisfaction. Our Customer Support team is not just a “help desk.” We pride ourselves in being trusted partners and advisers to our customer community. Our Customer Support team is comprised of analytical thinkers who enjoy solving puzzles that range from providing simple instructions to problems that require more in-depth critical thinking and innovative solutions. In this role, you will act as a brand ambassador, embracing the mission, vision and values of SmartSimple in all engagements with our customer community. You will be the frontline of a trusted partnership with our customers, where you will provide resolutions for customer and user issues on the SmartSimple platform. As the first contact to our most valuable customers, you are critical in ensuring overall customer success with our platform. This role is largely customer-facing, which requires you to work on both strategic long term and short term projects.

Congratulations! If you have already applied for this amazing opportunity in the past, we still have your application and you need not apply again! =)

Provide exceptional customer support to end users. Help customers resolve day to day challenges, by delivering innovative and scalable resolutions.
Respond to email, online and telephone customer support requests.
Troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer.
Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
Capture details of support requests in SmartSimple’s ticketing system.
Ensure customer support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
Facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.
Help test fixes provided by the Development team and incorporate them into customer systems.
Advocate new platform features and assist customers in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
Some travel may be required within North America to provide customer training. Travel is estimated to be less than 10%.

A Bachelor's degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience.
Minimum of one (1) year experience in a similar role.
Successfully managed customer engagements to completion and customer satisfaction.
Exceptionally strong and professional communication skills.
Must be customer service oriented and believe in teamwork, collaboration, adaptability and initiative.
Excellent follow-through with minimal management.
Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of customer satisfaction and retention in a fast paced environment.
Ability to interact both effectively with non-technical and technical users.
Ability to prioritize and balance multiple tasks.
Willingness to research and understand complex software configurations.
Clear concise and effective Bilingual (English/French) customer support capability is a definite asset for this role.
Solid knowledge of ‘Software as a Service’ solutions (SAAS) an asset.
In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities, a request for accommodation will be accepted throughout the hiring process.

We are an equal opportunity employer that welcomes all applicants including persons with disabilities, visible minorities, women, and aboriginals. We thank you for your interest, however, only those applicants selected for an interview will be contacted.

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