The Company:
We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.
We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.
Responsibilities:
* Update employers' CRM system with client's feedback, specific needs and requirements;
* Develop new tools to improve business processes;
* Implement and manage on-screen help ideas via our online helpdesk;
* Communicate client information and requirements back to the team; helping to contribute ideas for future enhancements and new software features in team meetings;
* Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released;
* Multi-task and track dozens of open tickets at various stages of completion;
* Work with multiple teams to find, analyze, and resolve client issues;
* Communicate the root cause to clients in non-technical terms;
* Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction, escalating issues as needed;
* Provide recommendations to the Product team about how to improve client experience;
* Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts.
Qualifications and Experience:
* Previous experience in Customer Service / Support;
* Knowledge of the Waste Management Industry;
* Quick learner;
* Good written and communication skills.
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