Remote Customer Support Analyst

Summary

Join Clariti, a Great Place To Work in Canada, as a Customer Support Analyst and contribute to delivering exceptional customer service by addressing technical issues and providing insightful solutions.

Requirements

• Customer-Centric: You are passionate about delivering top-notch customer service and have a proven track record of going above and beyond to support customers
• Detail-Oriented: Impeccable attention to detail is second nature to you, ensuring accurate and thorough handling of customer issues
• Empathetic Communicator: You possess excellent written and verbal communication skills, with the ability to convey technical information in a way that is easily understood by non-technical customers
• Results-Driven: You focus on achieving outcomes and are dedicated to resolving issues and improving the customer experience
• Adaptable Problem-Solver: You can quickly analyze and solve technical problems, and are comfortable seeking guidance from senior team members when necessary
• Team Player: You thrive in a collaborative environment and are a self-starter with excellent time-management skills. You are also highly coachable and open to learning
• Education: Bachelor’s degree required
• Experience: Minimum of 2+ years in Client Relations, Account Management, Customer Success, Technical Support, or Customer Service (preferably in the SaaS domain) with a proven track record of meeting and exceeding goals

Responsibilities

• Monitor support channels and respond swiftly and empathetically to inbound customer requests
• Troubleshoot and resolve customer issues, questions, or concerns efficiently
• Craft thoughtful and accurate responses to customer inquiries
• Share valuable customer feedback with our internal product and engineering teams
• Aid in the implementation and understanding of Clariti’s mid-market platform and product solutions
• Assist with configuration projects to deepen your understanding of the product and improve your ability to support and guide customers through setup and customization
• Maintain detailed records of customer interactions and troubleshooting steps in our CRM system (Salesforce)
• Create and contribute to knowledge base articles to support self-service options for customers
• Work closely with cross-functional teams, including product development and QA, to advocate for customer needs and ensure timely issue resolution
• Stay updated on product features, enhancements, and industry trends to provide accurate and current support

Benefits

• 100% ‘remote-first’ Work Environment
• Flexible Work Hours
• Competitive Total Compensation
• Personal Time Off (PTO)
• Comprehensive Extended Benefits package*
• $500 Annual Wellness Spending Account*
• An Annual Professional Development budget*