Technical Support Specialist (REMOTE)

Industry

IT

Advert ID

CAN_605677

Location

Canada

Job Type

Permanent

Hours

Full-Time

Salary Range

CAD45000-60000 per year

No. of Openings

1

Branch Information

Vancouver, BC - (CAN) 1021 West Hastings Street 9th Floor, Office # 805 BC Vancouver , BC V6E 0C3 Phone : 604-682-1651

ContactNumber

604-682-1651

Job Description

Technical Support Specialist - Full-time, Remote Position



Are you a tech-savvy individual who loves helping others? Do you have excellent communication skills? Are you looking to grow your career with a reputable company in the SaaS industry? Our client is looking for a full-time Technical Support Specialist who has the ability to work remotely, for an immediate start.



Compensation: Competitive Base Salary + Healthcare Benefits + Quarterly Bonuses



What does this role offer you?

* Competitive compensation and healthcare benefits

* Quarterly Bonuses

* 100% remote work - ability to work from any location in Canada or USA

* An exciting career trajectory with an amazing company that offers SaaS solutions to their clientele

* Learning and development - work with a broad range of experienced colleagues.

* Growth opportunities to further your career



What will you be doing?

● Respond to technical support requests via phone calls or email format from customers and new trial subscribers.

● Maintain composure and keep customer focus in mind while troubleshooting and solving technical issues.

● Diagnose Client issues and, if needed, escalate to other departments (for debugging or to sales, for additional products).

● Help to refine internal procedures and reduce complexity in internal systems.

● Troubleshoot, test, resolve and escalate (where applicable) incidents with end-users who contact Technical Support.

● Create written documentation, instructional videos, case studies, and product demonstrations over the web.

● Perform client training and onboarding via webinar.

● Craft, develop and record new Help content and amend outdated content as the product changes.

● Maintain Zendesk ticket and Customer Support software related to issues and Clients' requirements.

● Occasionally participate in the Quality Assurnace process for new feature releases.

● Occasionally make calls and follow up with customers in need of assistance.



What are the experiences and qualifications that you bring to the role?

● Excellent command of the English language, both verbal and written communication, as well as presentation skills.

● Experience and proven track record in supporting and coding on HTML/CSS, API, and software integrations.

● A sound working knowledge of Windows software, including Microsoft Office Suite.

● BA/BS in IT or business with coding and/or business preferred or equivalent experience.

● 3+ years before SaaS Technical Support or combined related experience.

● Must be a self-starter who can work independently, but also as a Team Player.

● Strong attention to detail and analytical skills.

● Ability to provide excellent client service while understanding the Company's ROI goals and objectives.

● High ability to learn new software, features, and solutions and align the features with industry and solution.

● Able to diagnose and resolve technical issues and recognize opportunities during the challenges.

● Eagerness to roll up your sleeves and execute any of the tactics defined as part of the Customer Team.



Manpower Group recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services. At ManpowerGroup, we are committed to providing accommodations, and will work with you to meet your needs.