Description:
Are you passionate about solving problems, learning something new every day, 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. Reporting to the Manager of Support, our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best in class customer service and creating a customer for life. Our customers always know we have their back!
This support role will cover core working hours of 7AM-3PM EST.
Please note: This role may occasionally involve working different shift times (9AM-5PM EST or 1PM-9PM EST) to cover team absences due to leave, illness, or other unforeseen circumstances.
Note: This is an existing vacancy on the team
What You’ll Be Doing
- Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
- Reproduce issues, review logs and internal resources as needed to debug issues
- Deliver viable workarounds and solutions to help customers meet deadlines
- Provide both quick and high-quality support to our customers, via email and phone
- Communicate complex information to customers in a simple and easy-to-understand format
- Empower: 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 point, 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 share new product learnings
- Spot trends and proactively identify areas for team/process/product improvements
What You’ll Bring To The Team
- Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!
- Curious with great detective skills - problem solving really gets you excited!
- Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools
- 1 year experience in a customer-facing role at a SaaS software company
- Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role
- Excellent written and verbal communication skills with attention to detail
- Strong organizational skills, calendar management, and prioritization are areas you excel in!
- Ability to multitask and context switch with ease
Where You’ll Work 📍
- Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
- Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).
- The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
- We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
- You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday
- We encourage asynchronous collaboration to effectively work as a global #OneTeam!