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Published 2023-04-07
Country: Canada
City: Toronto
Company: AgencyAnalytics
Apply on home page
Tags: Other
Customer Support Specialist (EU)
Company details
Type of job: RemoteCountry: Canada
City: Toronto
Company: AgencyAnalytics
Description of the offer
We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.
We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects.
The timezone for this role is business hours in GMT+1 or GMT+2 time.
Key Responsibilities
- Deliver live chat customer support in a timely manner
- Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
- Use critical thinking to troubleshoot technical issues
- Collaborate with Product and Engineering teams to resolve issues/bugs
- Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
- Ensure customers are well-supported and educated at every interaction
- Provide professional and friendly insights to customers when solving their problems
- Contribute to the success of our department by suggesting improvements to our processes and our product
Job Benefits
- Profit-sharing, distributed quarterly
- Frequent promotions
- 4 weeks of vacation and paid sick days
- Extended health benefits
- Continued education allowance
- Annual fitness allowance
- Work from anywhere in the world
- Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
- 2+ years in a similar customer support role for a SaaS
- Advanced written communication skills
- High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
- Excellent rapport-building ability with both customers and teammates
- Proven track record of meeting or exceeding common customer support metrics
- Ability to multitask and handle multiple customer inquiries simultaneously
- Strong problem-solving skills and the ability to think critically when addressing tasks
- Positive attitude and ability to maintain professionalism and composure during challenging interactions
- Ability to show empathy, tactfulness, and diplomacy when interacting with others
- Moderate understanding of SEO and/or digital marketing is highly preferable
- Basic understanding of common digital marketing channels
- Familiarity with SaaS platforms and related technologies
- Native / Bilingual English
How to apply?
Click on the button to get the company email or employment application form.Apply on home page
Tags: Other
More options: Modify job, Delete job
Remember that you do not have to pay to participate in selection processes. Protect yourself from fraud with our Security Tips. If they ask you for money for an application you can Report job.
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