WE ARE LOOKING FOR A
Technical Support Specialist
Job details
Job type
Full-time
Permanent
Team
Customer Support
Location
Remote, Canada
Salary
$50k – $65k CAD
Job details
Job type
Full-time
Permanent
Team
Customer Support
Location
Remote, Canada
Salary
$50k – $65k CAD
The Technical Support Specialist is a key member of the Customer Support Team, responsible for resolving technical issues, assisting customers with platform functionality, and ensuring a seamless user experience. This role requires a mix of technical know-how, customer service skills, and problem-solving abilities to address customer inquiries and ensure satisfaction.
Tasks:
- Respond to customer queries through email, chat, and phone, focusing on technical troubleshooting.
- Diagnose and resolve technical issues related to FromLead’s platform, including integrations and configurations.
- Guide users through complex processes, offering clear and concise instructions.
- Escalate critical or unresolved issues to engineering or product teams, ensuring timely resolution.
- Create and update documentation for troubleshooting steps and FAQs.
- Conduct platform testing to replicate customer issues and validate solutions.
- Provide feedback to the product and development teams on recurring issues and potential improvements.
- Monitor and manage technical support tickets, ensuring prompt responses and resolutions.
- Stay updated on product features, releases, and updates to provide accurate support.
Requirements:
- Previous experience in a technical support or similar role, ideally in a SaaS or tech environment.
- Strong troubleshooting and problem-solving skills.
- Familiarity with CRM platforms, APIs, and integrations is highly advantageous.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency in using support tools and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
- Ability to prioritize and manage multiple tasks under tight deadlines.
- A proactive attitude with a focus on customer satisfaction and continuous improvement.
- Basic understanding of web technologies (HTML, CSS, JavaScript) is a plus.
- High school diploma or equivalent; a relevant degree or technical certification is preferred.
Benefits:
Competitive salary
Flexible Work Schedule
Work from Anywhere
Technology Stipend
Learning Allowance
Wellness Stipend
Generous PTO
Global Holidays
Career Growth Opportunities
Wellness Days
Recognition & Rewards
Medical Benefits
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