Technical Support Specialist

Summary

Join Unbounce as a Technical Support Specialist and provide best-in-class support to customers using our technology and tooling. You will work on supporting the Unbounce App, partnering with internal teams to remove customer barriers. This role requires 1-2 years of relevant SaaS Customer Support experience, a strong understanding of technical support issues, and excellent communication skills. You will be responsible for troubleshooting and resolving customer needs across various channels, escalating issues to relevant teams, and coaching junior team members. The position offers a competitive salary, flexible time off, remote work options, comprehensive health and wellness benefits, and professional development opportunities.

Requirements

• Skilled in SaaS Customer Support and have 1-2 years of relevant experience
• Understanding of customer service best practices and can apply them to your work helping customers
• Strong understanding of technical support issues like the Unbounce page builder, stats discrepancies, and native/non-native integrations (ex. Google Analytics, Google Ads, integration partners) and a growing understanding of internet technology as it relates to digital marketing (e.g. web protocols, cookies, headers)
• Some knowledge of HTML, CSS, and Javascript with a desire to learn more
• Confident multitasker and are comfortable switching from live channels to email and shifting from service-oriented issues to more technical issues as the need arises
• Confident communicator who can leverage your technical and customer service skills together to explain more complicated issues in language that any customer can understand
• Committed to personal and professional development and look to build upon your knowledge and skills with growth, development, and learning
• Availability to work an 8hr shift between 7am - 5pm PST Monday to Friday

Responsibilities

• Expertly support, understand, troubleshoot, and resolve customer needs using our technology and tooling, to ensure they have the best personalized and effortless experience possible
• Help customers in real time on a variety of issues across email, chat, and phones
• Solve escalated technical issues via email (or outgoing phone calls when it improves the customer experience)
• Escalate appropriate issues to our Engineering and Product Teams and follow-up to ensure they’re being addressed in a timely fashion
• Keep the Support Team and CS Department up to date on incidents, bugs, workarounds, and bug fixes via Slack and daily stand ups
• Coach, mentor and share feedback. Conduct shadowing sessions with Unbouncers and perform conversational reviews
• Own your growth through reflection, seeking feedback, consistently meeting or exceeding your KPI targets, performance management goal-setting, professional development time, and continued development conversations with your Manager

Benefits

• Compensation range $54,250 - $67,626 CAD
• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program
• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• RRSP, 401(K), WWK Pension Personal Contributions
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Annual Bonus Program
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget