Customer Support Specialist

Summary

Join Workleap as a Customer Support Specialist and provide technical support to clients, ensuring efficient resolution of issues and requests related to their products. You will troubleshoot problems, offer practical advice, and guide clients towards resolution, while managing client requests in Intercom and during scheduled meetings. You will also play a collaborative role in technical initiatives, identify clients at risk of churn and those with expansion potential, and provide feedback to Product teams to improve the customer experience. This role involves responding to customer inquiries via email and live meetings, investigating and troubleshooting technical issues, collaborating with peers and other departments, participating in daily team stand-ups, monitoring product performance, and providing feedback to improve tools, processes, and the overall support experience.

Requirements

• 2 years experience in a technical support role
• Excellent communication skills (English and French)
• Strong ability to resolve complex technical issues
• Outstanding ability to deliver an exceptional customer experience
• Ability to provide high-quality work while meeting ticket volume targets

Responsibilities

• Provides technical support services to clients, including troubleshooting, problem resolution, and maintenance
• Offers practical advice to customers to help them resolve similar requests in the future. Provides recommendations and best practices tailored to their specific business needs
• Guides clients toward resolution to the best of their knowledge when the source of the issue is not related to our products
• Manages client requests in Intercom and during scheduled meetings while maintaining quality and addressing volume
• Plays a collaborative role in carrying out technical initiatives or projects through acquired knowledge and skills
• Helps identify clients at risk of churn and those with expansion potential, and escalates this to the Sales team
• Provides relevant feedback to Product teams to improve the customer experience with our products
• Acts as the voice of the customer within the company
• Respond to customer inquiries via email and live meeting with professionalism and empathy
• Investigate and troubleshoot technical issues, escalating when necessary to engineering or product teams
• Collaborate with peers and other departments (Product, Sales, etc.) to resolve complex cases
• Participate in daily team stand-ups to share updates and align on priorities
• Monitor product performance and flag recurring issues or potential bugs
• Provide feedback to improve tools, processes, and the overall support experience