Technical Support Specialist

Summary

Join Coconut Software as a Technical Support Specialist and become the first point of contact for our customers, providing general and technical support. You will leverage your technical background and product expertise to resolve customer issues, manage escalations, and contribute to our help center. This role requires strong communication, problem-solving, and analytical skills, along with experience in a SaaS environment. We offer a flexible work environment, professional development opportunities, and a comprehensive benefits package, including health and dental benefits, a wellness benefit, and a remote work option.

Requirements

• Have 2-3 years of experience working with customers including enterprise clients
• Have 1+ year of experience working in a SaaS environment
• Understand how code works in the context of finding data using SQL, and debugging web applications
• Possess strong communication skills, where you love adding personal touches
• Have high emotional intelligence with exceptional listening skills and customer empathy
• Have confidence in presenting information to customers
• Be a creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace
• Have an analytical mindset and strong attention to detail
• Be a team player and self-driven, always looking to learn and help others
• Have strong time management skills, ability to prioritize and successfully manage multiple tasks

Responsibilities

• Respond to customer inquiries with tact and humanity via email and phone, and resolve problems with empathy and a sense of urgency
• Take ownership of solving common technical support problems using Intercom and our other tools, seeing them through to resolution and diving into the why behind problems
• Manage escalations and customer emergencies in collaboration with Support leadership, and participate in on-call emergency rotation
• Diagnose issues and identify appropriate solutions to most issues and inquiries
• Report, monitor, and communicate bugs internally and externally using Jira and our other tools, in collaboration with other teams
• Follow team procedures for escalation of unresolved issues and identification/logging of bugs
• Share product and technical expertise, facilitating technical and operational discussions and troubleshooting with internal teams
• Drive results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency
• Contribute to our customer facing help centre, creating and updating articles in collaboration with Knowledge team members

Preferred Qualifications

• Have experience debugging with SQL and Webhooks
• Be bilingual (French)
• Have experience with Intercom, Jira, and Data Dog

Benefits

• ���Cabana Days” - our version of a flexible work week!
• Ability to do your job in a supported, but still flexible environment
• Supported professional development, learning & career opportunities - be supported in your growth journey!
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team
• Work in a team big enough for growth but lean enough to make a real impact
• A full range of benefits to keep you happy & healthy
• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!
• Virtual mental health and EAP platform
• WealthSimple GRSP & Matching
• Annual Wellness Benefit ($1000 per year)
• Opportunity to work remote - anywhere in Canada!
• Employee Options - everyone shares in our success!
• Internet Subsidy on each paycheck
• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!