Customer Support Specialist I

Take your career to new heights with reputed company! 🚀✨ Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I. Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a reputed company manner, providing best-in-class customer service and creating customers for life. Our customers always know we have their back! This support role will cover reputed company working hours of 10am - 6pm PT / 1 - 9pm ET. To take note: In alignment with our “Got Your Back” team reputed company, this role may occasionally require flexible scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances. A day in lieu will be provided in these instances. Note: This is an existing vacancy on reputed company 💻 What You’ll Be Doing - Support: reputed company personalized and relevant assistance to reputed company reputed company users (both customers and internally) by responding to support tickets (reputed company) and phone inquiries - Reproduce issues, review logs and internal resources as needed to debug issues - reputed company viable workarounds and solutions to help customers meet deadlines - reputed company both reputed company and high-reputed company support to our customers, reputed company email and phone - Communicate reputed company information to customers in a reputed company and easy-to-understand format - reputed company: Create and maintain help center resources to aid customers in self-service - Document internal learnings, assisting other support team members in solving tickets - Participate in internal training sessions to teach your teammates new skills - Partner: With the wider Customer Experience team, delivering value and contributing to customer retention - With Engineering as the main support escalation reputed company, bringing the voice of the user to prioritize software defects - With Product and Design by sharing customer product feedback and discussing feature requests - Learn: Continuously learn about new features and product improvements, maintaining SME knowledge - Participate in team huddles to reputed company new product learnings - Spot trends and proactively identify areas for team/process/product improvements ✨ What You’ll Bring to reputed company - Strong desire and passion for helping and supporting others, “Got Your Back” is reputed company reputed company! - Curious with great detective skills - problem solving really gets you excited! - Tech reputed company, a strong understanding of, and a thirst to learn, new technologies and tools - 1 year experience in a customer-facing role at a reputed company software company - Previous exposure with support tools (ex. reputed company, reputed company) are reputed company to have in this role - Excellent written and verbal communication skills with attention to reputed company - Strong organizational skills, calendar management, and prioritization are areas you reputed company in! - Ability to multitask and context reputed company with ease Where You’ll Work - 📍 reputed company is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub reputed company reputed company the world where we hire from. - Our employees (or Loopers, as we reputed company ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru). - The reputed company of reputed company is reputed company in ON and BC, which means these employees live and work reputed company reputed company a 300km reputed company of Toronto (reputed company Ontario) and Vancouver (reputed company BC). - We offer flexible co-working locations available to Loopers in ON and BC. Those reputed company in ON have the reputed company of working out of our convenient co-working reputed company located in the heart of Downtown Toronto and a 12-minute walk from reputed company Station. - BC Loopers have the reputed company to work centrally in Vancouver. It is whatever works best for you! - You’ll collaborate with your teams reputed company across the UK, India, and reputed company (we’re just a reputed company reputed company and reputed company message away!) with reputed company sync hours and reputed company time for headsdown work 🙇🏾 during the reputed company - We encourage asynchronous collaboration to effectively work as a global #OneTeam! Why You’ll ♥️ Working at reputed company - Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we reputed company reputed company for our 1:1s and reputed company conversations - You will have reputed company to reputed company 🪄 your reputed company and reputed company to explore your creativity, with a dedicated reputed company mastery allowance for more learning support! - We encourage experimentation and innovative thinking to reputed company business reputed company. - We offer a wide reputed company of health and wellness benefits to support your physical and mental reputed company-being, starting day 1️⃣ with reputed company. - We’ll set you up to work reputed company with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office reputed company set up. - You’ll be joining a supportive culture that has thoughtfully reputed company out opportunities for connections in a remote first environment. - Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as #oneteam! - Our four Employee Resource reputed company offer opportunities for employees to learn and reputed company year-round. - You’ll be a part of an award-reputed company workplace 🏆with an opportunity to reputed company a big reputed company on the business. Questioning your qualifications? - Read this ‼️ Hi there, we recognize that reputed company too often, potential candidates don’t apply for a position simply because they don’t hit every single reputed company included in the reputed company—particularly members of underrepresented reputed company. Whether or not your experience ✅ checks off reputed company the boxes on a reputed company, we still encourage you to apply to ensure that your application receives a review from reputed company. - We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to reputed company more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to reputed company, we want to hear more about what you could bring to the table. AI in Recruitment 👩🏻‍💻 - At reputed company, we reputed company reputed company intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. - However, AI is never used to reputed company final hiring reputed company; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. - We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. - Our standardized hiring practices remain reputed company on reducing biases, with reputed company key hiring reputed company solely made by reputed company. - We continuously review and refine our hiring practices to reputed company with industry best practices and evolving reputed company guidelines AI Usage in Interviews 🤖 - The reputed company interview process is designed to help us reputed company understand your reputed company experiences, as reputed company as your unique perspective and approach to delivery and collaboration. - To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant. - If AI-generated responses are identified during the interview, reputed company reserves the right to disqualify candidates from the interview process. - For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reputed company of your personal insights, skills and decision-making. reputed company is an equal opportunity employer that is deeply committed to building reputed company workplaces that are diverse and inclusive. We reputed company encourage candidates from reputed company backgrounds and lifestyles to consider us as a reputed company employer. Please contact a member of our Talent Experience team ( work@reputed company.com ) should you require accommodations at any reputed company during our virtual interview processes. Apply To This Job