SaaS Support Specialist

Summary

Join AlayaCare's Customer Experience team as a Support Specialist and make a positive impact with our customers daily.

Requirements

• A minimum of 2 years of experience in software support
• Intermediate knowledge and working experience with the following applications or similar: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom)
• Advanced level of customer focus – builds and maintains relationships with customers, understands and meets their needs and expectation
• Intermediate level of accountability – works to SLAs, self-motivates and plans work, takes ownership and communicates any issues to Manager
• Intermediate level of analytical skills & problem-solving – reviews issue or problem and can identify potential causes and solutions, drawing on on their own knowledge and experience to ask the right questions to get to a solution quickly
• Intermediate interpersonal skills – builds and maintains relationships, can work collaboratively and confidently with both internal and external stakeholders, often online
• Intermediate communication skills - ability to communicate clearly and concisely in plain English, verbally and in writing – you don’t shy away from challenging situations or difficult conversations, speaks and writes business English at a high level
• Intermediate level of self-development – actively learns and shows commitment to improving skills and knowledge particularly as it relates to product and industry knowledge

Responsibilities

• Managing a queue of requests through Zendesk, including troubleshooting and solving complex customer requests
• Connecting with customers over the phone (Zoom meeting as required) to discuss and troubleshoot concerns or questions they have regarding the platform
• Providing guidance to customers on configuration and process questions which aligns with our best practices
• Monitoring customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the organization to resolve ongoing issues
• Liaising with the Customer Success, CRM’s, Product, QA, and Engineering Teams throughout the support process
• Keeping up to date with product knowplatform.d industry/legislative changes
• Provide inputs that will be used to inform the product development and improvement priorities
• Being a part of the support rotation for “After Hours On Call”, “Triage” “Release Jockey”, “Incident Manager” and “Shift/Public Holiday Coverage”
• Providing recommendations to improve our customers’ experience and overall health including recommendations for customer training
• Writing Zendesk guides and tips where relevant

Benefits

• Competitive salary package including generous company stock for all employees
• Flexible hybrid work (from our offices, from home)
• 5 wellness days off per year to relax and promote mental health
• Up to 90 days per year working from anywhere in the world
• Flexible benefits bonus package of $1250 per year