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Customer Support Representative (Remote or Kitchener-Waterloo HQ)

Posted

Prospect
Headquarters: Kitchener-Waterloo, Ontario
Must be located: Canada
https://tryprospect.com/careers
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WHAT YOU WILL DO

You will be helping us full-time with customer support. This includes doing things such as:

  • Building meaningful relationships with customers
  • Prioritizing tickets and answering them as soon as possible
  • Hopping on screenshare calls to diagnose problems and educating users
  • Working very closely with Engineering to get solutions rolled out
  • Updating our FAQ, making training videos, and doing webinars
  • Building and placing a process around Customer Support
  • Analyze daily metrics and proactively reach out to customers regarding issues

Since you will be the face of our company to customers, you will also:

  • Let the rest of the team know about any customers’ suggestions or feedback
  • Regularly update our internal company wikis

We're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between 10am-6pm (UTC-5).

HOW WE CURRENTLY DO SUPPORT

Our customer support is currently done by 1.5 people -- our Customer Success Manager and our CEO. 

Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.

Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.

MUST HAVES

  • 1 or 2 years of Customer Support or Customer Service experience
  • Some basic technical chops (nothing advanced but you should be able to pick up technical troubleshooting concepts quickly)
  • We don’t require any formal university or college education, but you should have demonstrated the ability to learn new things quickly

BONUS NICE-TO-HAVES

  • Worked at a startup or a small company before
  • Worked with Help Scout, Mixpanel, or Salesforce before
  • Experience using Chrome extensions
  • Basic programming (HTML, SQL) skills

COMPENSATION AND PERKS

  • Salary: $45,000 - 55,000/year Canadian Dollars (based on years of experience)
  • Benefits (Health, Dental, etc) through our company HSA
  • Catered lunches every day and snacks at the office 
  • Work remotely or from our office in Waterloo -- your choice
  • Vacation travel spending allowance
  • Laptop of your choice

Help us maintain the quality of jobs posted on We Work Remotely. Let us know if this job isn’t really remote.

Apply for this position

Please apply via https://secure.collage.co/jobs/prospect/8415