Customer Support Specialist - Always Accepting Applications

granum; United States; À distance; USD 55 000 - 60 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision coverage

HSA/FSA options

Disability and life insurance

Résumé du poste

Granum, a leading software company serving landscapers and arborists across North America, seeks a Customer Support Specialist (T1) to help customers remotely. You will field inquiries via phone, email, chat, and tickets, diagnose issues, and deliver timely solutions.

This role offers remote work across the US and Canada, with opportunities to contribute to knowledge bases and collaborate cross-functionally within the organization.

Qualifications

• A bachelor's degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Analytical mindset with strong research and problem-solving skills.
• Clear and concise communication skills.
• Experience in a high-volume support/customer service role.

Responsabilités

• Field tier 1 customer inquiries by phone, email, chat, and ticketing system across products.
• Directly troubleshoot customer issues and resolve them with attainable solutions.
• Evaluate and elevate bugs to development as they arise.
• Contribute to knowledge bases (FAQs, Help Center, training materials).
• Provide empathetic, timely, and thorough customer support.
• Work cross-functionally with other team members.

Connaissances

Troubleshooting SaaS

B2B support

Communication

Analytical thinking

Multitasking

Formation

Bachelor's degree or equivalent

Outils

Intercom

Description du poste

What Makes Us Stand Out:

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry - LMN, SingleOps, and Greenius - into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands‑on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients' success is not just a milestone, but a shared mission.

As a team, we're on a mission to reshape an age‑old industry, and we're looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness.

Our culture and growth has been recognized with multiple awards, it's a great time to join!

Comparably 2024 #23/100 Best (small/medium sized companies) Leadership Teams

Comparably 2024 #63/75 (small/medium sized companies) Happiest Employees

#9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!)

#6 of Built In's 2024 Best Places to Work: Top 50 start-ups in Atlanta (Our second year in a row!)

Inc Magazine's 2023 Best Places to Work

Inc. 5000: #131 of 2024 Southeast Regional America's Fastest Growing Companies (Our third year in a row!)

Inc 5000 America's fastest-growing private companies (Our third year in a row!)

Certified Great Place to Work Canada 2024

THIS IS AN EVERGREEN RECRUITMENT POSTING.

About the Role:

We are looking for a Customer Support Specialist (T1).

Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and elevate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Does this sound like you?

• A bachelor's degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem‑solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn
• A natural puzzle solver

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup
• Experience with ticketing systems like Intercom
• Industry knowledge in "green industry" field management (i.e. landscaping, tree care, etc.)

Compensation:

• Canada-based candidates: CAD 65,000-70,000
• US-based candidates: USD 55,000 - 60,000

Reasons why you would love it here!

• Join a team culture that's all about collaboration, support, and having fun while making a real impact every day.
• In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more.

#LI-Remote

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