Saas Customer Support Specialist

Apcurium Group Inc; Montreal; Remote; CAD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking a Customer Support Specialist to enhance client experiences with their cutting-edge delivery management software. This role involves providing remote technical support, troubleshooting issues, and collaborating with engineering teams to resolve complex problems. You will manage the entire customer support journey, ensuring clients receive top-notch assistance. With a strong emphasis on work-life balance, flexible hours, and a commitment to employee growth, this position offers a unique opportunity to thrive in a dynamic and supportive environment. If you're passionate about solving customer challenges and delivering exceptional service, this role is for you.

Benefits

Flexible hours

Social benefits and insurance coverage

Strong emphasis on life/work balance

Remote work

Qualifications

• 2-3 years of experience in technical support with external clients.
• Strong communication skills and client-oriented approach.

Responsibilities

• Providing remote technical support while ensuring a stellar client experience.
• Documenting client requests and analyzing technical issues.

Skills

Technical Support

Problem-Solving

Communication Skills

Client-Oriented Approach

Organizational Skills

Education

College degree in Computer Science

AEC / DEC or Skilled Trade Certificate

Tools

FreshDesk

Jira

APIs

Azure

SQL

Job description

Dispatch Science is making the boring… extraordinary! We’re an ultra-modern delivery management software created to help carriers and shippers survive and thrive in today’s “I want it delivered, I want it now, and I want free shipping” world. We’ve used the cloud, mobile devices, cutting-edge algorithms, and beautifully designed interfaces to re-imagine the delivery experience, from consumer to driver and everyone in between.

We're seeking a Customer Support Specialist to join our team and support our SaaS solution for logistics businesses. As a Customer Support Specialist, you will be responsible for answering questions, troubleshooting problems, and coordinating with multiple teams to help each client succeed with our logistics software. This means that each customer becomes a glowing reference with the technology to crush their competition.

Job Description

Are you passionate about solving customer problems? We are looking for an application support specialist who enjoys helping people and solving problems. This role leverages your past support experience to improve and reimagine our support tools and processes. The entire customer support journey, from first-level through escalations, collaboration with engineering teams, and issue resolution shall be yours to manage.

Your Responsibilities

1. Providing remote technical support to clients, while ensuring a stellar client experience
2. Documenting and handling client requests using our issue tracking system, while prioritizing and following up proactively on open issues
3. Analyzing, diagnosing and solving technical issues, and escalating issues when required to the domain experts
4. Following up on issue statuses and keeping the clients informed
5. Providing basic training to clients on system features
6. Contributing to technical documentation for clients
7. Collaborating with the engineering team to identify root causes of problems
8. Improving your technical skills and knowledge of APIs, Azure, SQL, and others

Qualifications

1. College degree in computer science, computerized systems, electronics, transportation logistics or a related field
2. 2 to 3 years’ experience in technical support with external clients
3. Strong communication skills
4. Client-oriented approach based on respect and attention to detail
5. Investigative mind and problem-solving skills
6. Good organizational skills
7. Ability to efficiently manage priorities
8. Ability to work on multiple issues simultaneously, in a dynamic environment with changing priorities
9. Team player who enjoys working in a collaborative environment
10. Excellent spoken and written English with functional spoken French
11. Occasionally must be available to work a few hours on evenings or weekends, to assist clients 7 days a week
12. AEC / DEC or Skilled Trade Certificate

Other Assets

1. Experience in the fields of high-tech, transportation, delivery logistics management
2. Experience using a ticketing system such as FreshDesk
3. Jira experience a plus.
4. Knowledge of APIs, Azure, or SQL

Additional Information

We have a great team of talented people who are passionate about what they do. If you enjoy being innovative and surprising clients with creative solutions to complex problems, then this job is for you!

Other highlights of working at Dispatch Science, namely:

1. 100% Remote
2. Develop your expertise, learn and progress
3. Flexible hours
4. Social benefits and insurance coverage
5. Strong emphasis on life/work balance