Customer Support Specialist

Job not on LinkedIn

🕒 4 days ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aquila

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

Aquila is a company dedicated to partnering with software operators to enable their transition and achieve lasting success. They focus on backing category leaders in the software industry, facilitating their growth and development towards new heights. Aquila's mission emphasizes a long-term commitment to supporting these operators in realizing their full potential.

📋 Description

• Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently • Address concerns ranging from password resets to functionality questions • Provide real-time assistance via phone, chat, and email • Follow up consistently to ensure issue resolution and client satisfaction • Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge • Collaborate with Developers and Business Analysts on client-focused solutions • Share findings in group communication channels • Participate in team meetings, training sessions, and webinars • Gather client feedback and communicate enhancement requests to Product and Development teams • Train clients on new releases • Participate in continuous learning and knowledge sharing to improve team processes • Support a portfolio of 20 to 40 clients across the United States and Canada

🎯 Requirements

• 2+ years of experience in technical customer support • Experience ideally in a startup or high-growth environment • Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) • Proficiency with Microsoft Office, databases, and remote access tools • Ability to quickly learn new tools, releases, and functionality • Ability to learn and adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms • Analytical, detail-oriented, client-focused approach • Strong critical thinking, problem-solving, and organizational skills • Ability to identify patterns, reference prior resolutions, and build upon existing documentation • Excellent verbal and written communication skills • Ability to translate technical guidance for non-technical audiences • Ability to collaborate effectively in a virtual environment • Responsive and sound judgment • Respect for differing perspectives and commitment to inclusivity

🏖️ Benefits

• Fully remote work arrangement • Full-time employment • Continuous learning opportunities • Internal mobility and advancement opportunities within Infinity, Aquila, or another business line • Coaching and career development support • Collaborative remote work environment • Virtual interview process • Accommodations available on request for candidates taking part in all aspects of the selection process