Remote Technical Support Specialist

Summary

Join our team as a Technical Support Specialist and play a crucial role in providing exceptional support for our integration products. As the primary point of contact for internal and external customers, you will take ownership of all technical inquiries relating to Integration and ensure prompt resolution.

Requirements

• Exceptional customer service skills within a technology-driven environment
• Excellent problem-solving abilities
• Proficiency in multiple systems
• Familiarity with APIs and a bachelor’s degree in business information systems would be advantageous

Responsibilities

• Serve as the primary point of contact for internal and external customers, taking ownership of all technical inquiries relating to Integration and ensure prompt resolution
• Demonstrate expertise in supporting current and future integrations, specializing in CRM and Marketing Automation platforms like Zoho, Dynamics, Hubspot and Salesforce, ERP platforms like Netsuite, and Ecommerce platforms such as BigCommerce and Shopify
• Engage with internal teams and external customers via phone, email and support tickets (via Zendesk and Jira), and chat to effectively troubleshoot and resolve their technical issues
• Foster collaboration with the Integration Product team and US technical support counterparts, engaging in cross-training and knowledge sharing initiatives
• Establish and maintain a well-documented repository of information that the sales and support teams can leverage when dealing with Integration-related matters
• Ensure new features or enhancements delivered by product team are documented and training providing to the wider customer support teams (L1 and L2) in conjunction with our L&D enablement specialist
• Thoroughly investigate and troubleshoot technical issues, ensuring they are resolved either independently or by escalating to Level 2 or 3 support when necessary
• Maintain accurate incident records and interactions using Zendesk, Jira, or other support tools as required
• Act as a Subject Matter Expert on technical topics such as APIs, routing, and reporting. Demonstrate proficiency in both core products and the range of integrations available
• Act as the primary point of contact for managing customer incidents, ensuring effective communication and resolution throughout the process

Benefits

• WORK FROM HOME: Our flexible remote work offering allows you to work from home, where you can be the most productive and successful
• CELEBRATE YOU: By providing a day off for your birthday, we want you to take the time to celebrate the year your have had with your nearest and dearest
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation
• STAY HEALTHY: We offer comprehensive market competitive medical insurance. A variety of supplemental plans are also provided to meet your individual needs
• STAY CONNECTED: Receive a generous monthly home internet allowance
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health