Customer Support Representative (Bilingual)

Activity Messenger; Montreal (administrative region); Hybride; CAD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Remote work

Innovative product

Professional development

Career progression

Paid vacation 4 weeks

Résumé du poste

Activity Messenger is seeking a Customer Support Specialist to provide technical guidance and support to customers in a fully remote role. The position blends technical writing with customer service to ensure customer success and satisfaction.

You will lead onboarding sessions and integration calls, collaborate with the customer success and product teams, and drive platform optimization through proactive engagement and well-documented self-service resources.

Qualifications

• Minimum of 3 years' experience in technical support or customer service.
• Exceptional verbal and written communication skills, with ability to explain technical concepts.
• Proven ability to work independently and in a team.
• Strong customer-focused mindset with a passion for delivering outstanding service.

Responsabilités

• Act as the primary support liaison for Activity Messenger customers, ensuring their success and satisfaction with our platform.
• Build strong, supportive relationships with customers by providing clear, proactive communication and timely solutions.
• Efficiently address and resolve customer inquiries, focusing on technical challenges and system troubleshooting.
• Conduct detailed support and onboarding sessions, including integration calls for smooth setup of new accounts.
• Work closely with our customer success and product development teams.
• Proactively monitor customer engagement to identify opportunities for platform optimization.
• Develop and maintain comprehensive support documentation, such as how-to guides and knowledge bases.
• Contribute to team culture by sharing knowledge and best practices from customer interactions.

Description du poste

Join Activity Messenger as a Customer Support Specialist where you will be instrumental in providing technical guidance and support to our customers. This role is perfect for someone who thrives in a remote environment and has a blend of technical writing and customer service skills.

About

Activity Messenger is a fast-growing technology startup that provides a cutting-edge online registration and communication solution for the sports and leisure industry. Our product has gained popularity over the last few years and we are now looking to expand our team to meet the growing demand.

We offer a flexible and dynamic work environment that allows our team members to work from anywhere while maintaining a healthy work-life balance.

Responsibilities

• Act as the primary support liaison for Activity Messenger customers, ensuring their success and satisfaction with our platform.
• Build strong, supportive relationships with customers by providing clear, proactive communication, understanding their unique needs, and delivering timely, effective solutions.
• Efficiently address and resolve customer inquiries, focusing on technical challenges, system troubleshooting, and issue resolution to ensure seamless platform operations.
• Conduct detailed support and onboarding sessions, including integration calls, to facilitate the smooth setup and configuration of new accounts.
• Work closely with our customer success and product development teams
• Proactively monitor customer engagement and usage patterns to identify opportunities for platform optimization.
• Develop and maintain comprehensive support documentation, such as how-to guides, FAQs, and knowledgebase articles, to enable customers to effectively utilize self-service resources.
• Contribute positively to our team culture by sharing knowledge, best practices, and lessons learned from customer interactions.

Qualifications

• Minimum of 3 years' experience in technical support, customer service or related field, preferably in the sports and recreation industry.
• Exceptional verbal and written communication skills with the ability to communicate technical concepts.
• A proven track record of working effectively both independently and as part of a collaborative team.
• A strong customer-focused mindset with a passion for delivering outstanding service and support.

Compensation and Benefits

• Completely remote work environment with flexible hours
• Opportunity to work on an innovative product
• Opportunities for ongoing learning and professional development
• Opportunity to move into customer success positions as the team grows
• Competitive salary with 4 weeks of paid vacation annually.