Technical Support Specialist

Summary

Join Coconut Software as a Technical Support Specialist and become the first point of contact for customer inquiries, providing technical support and solutions. Leverage your product expertise and technical background to resolve issues, manage escalations, and collaborate with internal teams. You will diagnose problems, identify solutions, and report bugs using various tools. Contribute to the customer help center by creating and updating articles. This role requires strong communication, problem-solving, and analytical skills, along with a passion for customer satisfaction. You will be part of a supportive and flexible work environment with opportunities for professional development and growth.

Requirements

• 2-3 years of experience working with customers including enterprise clients
• 1+ year of experience working in a SaaS environment
• Understanding of how code works in the context of finding data using SQL, and debugging web applications. You may not be writing web apps, but you can look at code and generally understand what it means
• Strong communication skills, where you love adding personal touches
• High emotional intelligence with exceptional listening skills and customer empathy
• Confidence in presenting information to customers
• Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace
• Analytical mindset and strong attention to detail
• Team player and self-driven, always looking to learn and help others
• Strong time management skills, ability to prioritize and successfully manage multiple tasks

Responsibilities

• Responds to customer inquiries with tact and humanity via email and phone, and resolves problems with empathy and a sense of urgency
• Takes 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
• Manages escalations and customer emergencies in collaboration with Support leadership, and participates in on-call emergency rotation
• Diagnoses issues and identifies appropriate solutions to most issues and inquiries
• Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams
• Follows team procedures for escalation of unresolved issues and identification/logging of bugs
• Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with internal teams
• Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency
• Contributes to our customer facing help centre, creating and updating articles in collaboration with Knowledge team members

Preferred Qualifications

• Having experience debugging with SQL and Webhooks
• If you're bilingual (French)
• Having 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!