Technical Support Specialist

Summary

Join GoCanvas as a Technical Support Specialist in South Africa! This role involves providing technical support to subscribers via chat, phone, and email, resolving technical issues, and answering product questions. You'll collaborate with internal teams, provide product feedback, and contribute to documentation and testing. Success involves meeting SLAs, maintaining a high NPS score, and resolving cases within 72 hours. The ideal candidate possesses strong technical skills, excellent communication, and a passion for customer satisfaction. GoCanvas offers a comprehensive benefits package including competitive compensation, medical plan, EAP program, remote work flexibility, and generous paid time off.

Requirements

• A passion for customer satisfaction
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
• The technical ability to quickly learn a product
• Strong communication skills to convey complex technical information to our clients
• A confident and engaging personality that shines over the phone
• Ability to exercise your empathy muscle when dealing with clients of varying technical aptitudes
• Self-motivation to not only become an individual leader but a team player ready to establish GoCanvas as a globally dominant force (hint: a strong work ethic will take you far!)
• Highly effective written and verbal communication skills
• Ability to work independently, manage workload effectively and stay focused under pressure
• Ability and Cleverness in troubleshooting technical issues at a high level to determine the appropriate path to resolution
• Good research and software testing skills
• Knowledge of mobile applications
• 1 + years of relevant work experience in a customer service-oriented environment or a genuine interest in getting into the tech field

Responsibilities

• Work with clients via chat, phone and/or email for technical issues
• Forge collaborative working relationships with internal teams such as product, development, customer success, and professional services
• Provide clear and constructive product feedback to product management based on customer requirements
• Help to document best practices in developing and deploying GoCanvas
• Stay informed and knowledgeable regarding our new operating system (iOS and Android) releases
• Document found issues and steps to reproduce
• Review crash reports from mobile applications
• Investigate issues reported by customers
• Develop and execute automated/manual test procedures
• Responding to new support cases across all channels within set SLA hours
• Working with our Customer Success team to help maintain a high NPS score
• Resolve all cases within 72 hours
• Working with the GoCanvas Community manager to help produce technical content

Benefits

• Competitive Compensation
• Medical plan
• EAP Program
• Remote working flexibility
• 3 days Family Responsibility Leave
• 12 Days Sick Leave
• 15 Days’ Vacation Leave
• 13 Company-Paid Holidays