Customer Support Specialist

March 29

Loopio

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Supercharge responses to RFPs, RFIs, and Security Questionnaires.

Proposal Management Software • Proposal Software • RFP Response • Sales Effectiveness • Proposal Writing

201 - 500

💰 Private Equity Round on 2021-03

Description

• 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

Requirements

• 1 year experience in a B2B customer-facing role • Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra • 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

Benefits

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s • You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries • You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year) • You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up! • Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam! • You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment. • We have Employee Resource Groups, fun virtual activities, and many more moments for us to have fun and learn together! • You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!