Customer Support Specialist

Knak Enterprise; Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the SaaS sector is seeking a Customer Support Specialist to join their remote team. The ideal candidate will assist customers with their email and landing page creation platform, ensuring an exceptional user experience. Responsibilities include handling queries, maintaining support documentation, and fostering customer engagement. A strong emphasis on problem-solving and communication skills is critical for success in this role.

Benefits

Competitive salaries

Equity in the company

Great benefits

Paid vacation

Life leave days

Team lunches and off-sites

Career growth commitment

Qualifications

• Experience in customer service, preferably in a SaaS/Tech environment.
• Exceptional problem solving and communication skills.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Respond to customer queries via phone, email, or chat.
• Assist in creating and maintaining help documentation.
• Monitor customer health and resolve support tickets.

Skills

Customer service

Problem solving

Communication

Multitasking

Empathy

Tools

Intercom

Zendesk

HTML

CSS

Job description

Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...

Empowering people to be creative.

That’s why Knak exists.

We are a world-class enterprise email and landing page creation platform with a focus on making successful and happy customers by providing them with an incredibly powerful, yet easy to use creation platform.

Our industry leading SaaS solution is built by Marketers, for Marketers. We know that it’s the small things that make the biggest impact and that emails and landing pages are where the rubber hits the road when it comes to Marketing Automation. We change the way Marketers work by making them more efficient, while improving conversion rate of their campaigns and helping them stay on brand.

Oh, and we have a bit of fun while doing it, too!

The Role
Our Customer Success team is looking for a Customer Support Specialist to join the team. Thisposition is a fully remote role. They will assist customers with any issues or questions they havewith our product to ensure they get the most out of Knak as possible. As an expert with ourproduct, you will be a point of contact with our customers and will be vital to their success.

Your responsibilities
● Be an expert with the Knak platform
● Respond to customer queries in a timely and accurate way, via phone, email or chat
● Assist in creating and maintaining help documentation and support videos
● Gather customer feedback and enhancements and share with our Product, Sales, CSand Marketing teams

● Being proactive to triage support tickets and liaise with the Dev team to ensure ticketsget resolved in a timely manner
● Monitor customer health and reach out to assigned CSM to assist in providing asolution/support
● Share feature requests and effective workarounds with team members & customers
● Be the advocate for the customer by Identifying needs and help customers adoptfeatures

What you should have
● Customer service experience, preferably in a Saas/Tech environment
● Ability to empathize with customers with strong multitasking skills
● Be excited by technology, love solving problems and passionate about helping others.
● Exceptional problem solving and communication skills
● Experience writing and maintaining support documentation
● Working knowledge of customer facing solutions such as Intercom and Zendesk wouldbe an asset
● Knowledge of HTML/CSS and experience with emails and/or landing pages would be anasset
● Ability to thrive and adapt in a fast paced work environment that is continuously evolving
● Be a Self Starter

What We Offer

At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.

We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa’s Best Places to Work 2024 ! We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.

If this sounds like something you’re looking for, then we’d love to hear from you!

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Knak believes in creating an inclusive, barrier-free working environment. If you require ANY accommodation to the interview process please contact [e-mail] .

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