Customer Support Specialist

💻 What You’ll Be Doing:

• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.

  • Reproduce issues, review logs and internal resources as needed to debug issues
  • Deliver viable workarounds and solutions to help customers meet deadlines
  • Provide both quick and high-quality support to our customers, via email and phone
  • Communicate complex information to customers in a simple and easy-to-understand format

• Empower: Create and maintain help center resources to aid customers in self-service

  • Document internal learnings, assisting other support team members in solving tickets
  • Participate in internal training sessions to teach your teammates new skills

• Partner: With the wider Customer Experience team, delivering value and contributing to customer retention

  • With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
  • With Product and Design by sharing customer product feedback and discussing feature requests

• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

  • Participate in team huddles to share new product learnings
  • Spot trends and proactively identify areas for team/process/product improvements

✨ What You’ll Bring to the Team:

• 2+ years of experience in a B2B SaaS customer-facing role.
• Strong desire and passion for helping and supporting others; “Got Your Back” is our team mantra
• Strong working knowledge of Salesforce. Bonus if you have your Salesforce certification.
• Experience with supporting customers in North America is an asset.
• Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage.
• Curious with great detective skills - problem-solving really gets you excited!
• Tech savvy, a strong understanding and a thirst to learn new technologies and tools
• Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role
• Excellent written and verbal communication skills with attention to detail
• SaaS software industry experience is a nice-to-have
• Strong organizational skills, calendar management and prioritization are areas you're comfortable in!
• Ability to multitask and context switch with ease