Customer Support Representative

Summary

Join Wishpond Technologies as a Customer Support Representative and provide exceptional technical support to customers via email, live chat, and phone. Collaborate with the Customer Support team and other departments to ensure customer success. Responsibilities include resolving support inquiries, handling billing inquiries, updating the knowledge base, conducting customer training, reporting feature requests and feedback, and identifying risks and opportunities. The ideal candidate is tech-savvy, detail-oriented, and possesses excellent communication skills. This is a fully remote position offering competitive compensation, comprehensive training, and various benefits.

Requirements

• Experience in Customer Support within a SaaS company is considered an asset
• Tech-savvy and able to quickly learn complex software applications
• Ability to remain calm and positive in high-pressure situations while communicating with empathy and understanding
• Must be detail-oriented and proficient at time management
• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality
• As part of a diverse team, can work both independently and collaboratively
• Must be technical, analytical, results-driven, and able to multitask in a fast-paced environment
• Organized, administratively strong, and have solid writing, phone, and general communication skills

Responsibilities

• Reply and help solve support inquiries: help requests, bug reports, technical issues, etc
• Deal with billing inquiries: Refunds/credit assignment
• Update the knowledge base by creating articles and videos, translating materialism, etc
• Conduct training sessions for new customers
• Report new feature requests and customer feedback in general to the Customer Success, Product, and Development teams
• Help identify risks and opportunities that must be escalated to the Customer Success and Project Management teams
• Other duties as assigned

Preferred Qualifications

• A degree or diploma contributing to the organization or role is considered an asset
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset
• Experience with marketing automation, CRM, landing pages, and email marketing platforms is an important plus
• Willing to participate in ongoing education and training for the role

Benefits

• Fully remote position allowing you to work from your home anywhere in the world
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multicultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
• Access to our education credits program and so much more!