Technical Support Specialist

April 25

Coconut Software

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The leading provider of appointment scheduling and lobby management solutions for financial institutions

51 - 200

Description

• Technical Support Specialists manage and develop key relationships with enterprise and mid-market customers • First point of contact for general and technical support • Deep understanding of customer workflows, processes, and troubleshooting techniques • Product expert with a technical background • Engaging and customer-focused • Curious problem solvers who love proactively learning • Collaborates with Support leadership and engineers/SRE team • Drives successful customer outcomes and team efficiency • Reports and communicates bugs internally and externally using Jira • Contributes to the customer-facing help center, creating and updating articles as needed

Requirements

• 2-3 years of experience working with customers including enterprise clients • 1+ year of experience working in a SaaS environment • Understanding of how code works to find data using SQL, and debugging web applications. You may not be writing web apps, but you can look at code and understand what it means • Strong communication skills, where you love adding personal touches • High emotional intelligence with exceptional listening skills and customer empathy • Confidence in presenting information to customers • Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace • Analytical mindset and strong attention to detail • Team player and self-driven, always looking to learn and help others • Strong time management skills, ability to prioritize and successfully manage multiple tasks

Benefits

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate! • Health & Dental Benefits, Virtual Care, & Disability top up • Mental health online platform and counselling services • WealthSimple GRSP & Matching • Annual Wellness Benefit ($1000 per year) • Opportunity to work remote - anywhere in Canada! • Employee Options - everyone shares in our success! • Internet Subsidy • Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses • A People First Company - 4.6 rating on Glassdoor • Recently named #4 on the Top 10 Best Workplaces in Canada