SaaS Customer Support Specialist

Conexiom; Kitchener; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading company in SaaS solutions is seeking a Customer Support Specialist to provide exceptional service to internal and external customers. You will be responsible for resolving technical issues and enhancing customer satisfaction through effective communication and problem-solving skills. This role offers opportunities for growth and development in a dynamic environment.

Benefits

Growth opportunities

Remote flexibility

Inclusive culture

Qualifications

• 2+ years in customer service, preferably in a SaaS environment.
• Exceptional verbal and written communication skills.
• Proactive mindset and effective problem-analysis skills.

Responsibilities

• Respond to support inquiries and resolve technical issues.
• Monitor and manage customer issues, ensuring timely responses.
• Diagnose technical issues and provide first-line support.

Skills

Customer service

Problem-solving

Communication

Adaptability

Tools

Salesforce

Jira

Confluence

MS Office 365

Job description

About Conexiom:

Conexiom is the only SaaS platform that transforms emailed Sales Orders and Invoices from customers and suppliers into fast, accurate digital transactions with 100% accuracy across quote-to-cash and procure-to-pay processes. Leading manufacturers and distributors, including 16 of the top 20 industrial distributors, rely on Conexiom to win and retain more customers through a best-in-class order fulfillment experience, provide transparency for regulatory compliance, and become the employer of choice in a tight labor market. Conexiom is based in Vancouver, British Columbia, and has offices in Kitchener, Ontario; and London, England. Visit Conexiom.com.

Conexiom embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are working to ensure that the profile of our staff reflects the profile of the communities we work in and serve. For that reason, we seek resumes and expressions of interest from a broad and diverse talent pool. Strength comes from the inclusion of diverse perspectives and experiences.

About The Role

As a SaaS Customer Support Specialist, you will be the first line of support for our internal and external customers, providing fast, effective solutions and a seamless customer experience. You are hyper-focused on resolving issues quickly and accurately, ensuring customers gain maximum value from our platform. You’ll develop a deep understanding of our product, proactively identify opportunities for improvement, and collaborate closely with cross-functional teams like Services, Product, and Customer Success to resolve complex challenges. Empathy and clear communication are at the core of this role, as you work to deliver world-class support, build lasting customer relationships, and contribute to continuous product and process improvements. If you are passionate about helping customers succeed, thrive in fast-paced environments, and enjoy solving challenging technical problems, this role is for you.

Responsibilities

1. Respond to any Support inquiries and solve the reported technical issues via email, web meeting or phone, providing clear, concise, and professional communication. Adhering to resolution times and following-up as needed to ensure a positive customer experience.
2. Monitor and manage a queue of internal and external customer issues, ensuring timely and accurate responses. Update these cases and provide documentation within Salesforce, Jira and Confluence.
3. Quickly assess incoming support requests, categorize issues based on severity, and escalate urgent matters to the appropriate teams or individuals. Prioritize critical issues for immediate action to minimize customer impact.
4. Diagnose basic technical issues, including configuration problems, data discrepancies, and integration challenges. Provide first-line support and partner cross-functionally with teams such as Product, Development, and Services for more complex cases.
5. Maintain accurate and detailed records of customer interactions, actions taken, and resolutions achieved. Document common issues and collaborate with the knowledge base team to improve support resources for internal and customer use.
6. Partner with cross-functional teams to ensure alignment on customer goals and swift issue resolution. Share customer insights to improve product usability and customer satisfaction.
7. Interpret instructions and issues, implementing actions in accordance with company policies and procedures.
8. Track, route, and log tickets and requests, document resolutions, and inform management of recurring problems.
9. Gather customer feedback and identify opportunities for product improvement. Contribute to ongoing process improvements and participate in regular training sessions to stay current on new product features.
10. Identify and recommend improvements to Support processes, working closely with other departments and managers to enhance the customer experience.
11. Contribute to a positive, solutions-oriented team environment. Act as a supportive and proactive team member, helping to create a culture of continuous improvement and customer focus.
12. Provide after-hours support on a rotational basis as needed, ensuring critical issues are addressed promptly.

Qualifications

• 2+ years of knowledge and experience in customer service practices, preferably in a SaaS environment. Working knowledge of relevant software and platforms, including MS Office 365, Salesforce, Jira, Confluence, and Teams.
• Exceptional verbal and written communication skills; with the ability to explain complex technical concepts to both technical and non-technical audiences. Demonstrated professional email etiquette and a customer-first mindset.
• A proactive mindset — you're someone who sees a problem and takes ownership to solve it.
• Effective problem-analysis and problem-solving skills.
• Highly adaptable and flexible in the face of adversity and constant change.
• Effectively able to plan, organize and prioritize tasks, escalating situations that require urgent attention, and manage time effectively to meet metrics and deadlines.

Assets

• Previous experience in Manufacturing, Distribution Industries.
• Previous experience as a team lead, support mentor, or people manager in a customer service environment.
• Familiarity with ERP systems such as Eclipse, P21, SAP, or similar tools.
• Familiarity with tools like APIs, browser developer tools, basic troubleshooting of web-based products, or interpreting error logs.

Why Conexiom?

Impactful Work: Play a pivotal role in transforming how businesses operate on a global scale.

Growth Opportunity: Be part of an ambitious company on a rapid growth trajectory, offering numerous opportunities for personal and professional development.

Remote Flexibility: Enjoy the flexibility of a semi remote position, allowing you to work from anywhere when you are not in person with customers, meeting with colleagues, or attending industry events.

Inclusive Culture: Join a diverse team of innovative thinkers and doers, committed to fostering an inclusive environment where everyone can thrive.

Conexiom is proud to offer equal employment opportunities. If you have a disability or need that requires accommodation at any time during the recruitment process, please let us know.

All official Conexiom communications will only originate from a @conexiom.com email addresses. We do not solicit payments or sensitive personal information during our recruitment process, and all job offers are preceded by interviews.*