Technical Support Specialist

Summary

Join PartnerStack's Customer Success team as a T1 Support Agent and help customers and their partners utilize the platform to grow their businesses. Collaborate with the support team to provide timely resolutions, investigate and report bugs, and contribute to improving support documentation through quarterly projects. You will interact directly with customers via email, troubleshoot technical issues, communicate technical information clearly, and delight customers with your problem-solving skills. The role also involves escalating bugs, meeting SLAs, communicating with internal stakeholders, and maintaining knowledge bases. This position requires 2+ years of software support experience, excellent communication skills, and familiarity with internet technologies and support ticketing systems. PartnerStack offers a digital-first environment, flexible working hours, and various benefits including health insurance, paid time off, and an ESOP.

Requirements

• 2+ years of software support experience, preferably in a startup capacity
• Outstanding customer service and written communication skills
• Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
• Proven internal communication skills in small and large teams
• Have an understanding of internet technologies (APIs, HTTP, REST, etc)
• Have experience with Zendesk and Jira, or another support ticketing system
• Familiarity with querying information from an SQL database
• A strong desire to learn, and a penchant for troubleshooting
• A passion for documenting information that will benefit your team, and customers
• Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company

Responsibilities

• Interact directly with our customers and their partners via email (Zendesk)
• Troubleshoot technical issues and brainstorm solutions to address customers’ needs
• Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
• Delight our customers with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
• Investigate and escalate bugs to our T2 technical team
• Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
• Communicate effectively with internal stakeholders to advocate for customers needs
• Maintain help centre and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
• Be resourceful and self-self driven to accomplish your tasks
• Be a reliable team player working in a shared queue

Benefits

• A digital-first environment, so you can do your best work anywhere in Canada
• A MacBook shipped to you and a budget for peripherals of your choice
• Flexible working hours (in coordination with your team)
• Flexibility to work abroad for up to 8 weeks at a time
• Regular social events, even while working remotely
• Annual peripheral refresh
• Competitive salary and opportunities for promotion
• High-quality health insurance, active from your first day
• HSA and Wellness Accounts
• Generous vacation and time off plan
• Employee Stock Option Plan for everyone (ESOP)
• RRSP with an employer matching component