Technical Support Specialist

Summary

Join Unbounce, a leading landing page platform, as a Technical Support Specialist! Provide best-in-class support to customers using our technology and tooling. You will troubleshoot and resolve customer needs, working across email, chat, and phone. This role requires 1-2 years of SaaS customer support experience and a strong understanding of technical support issues. You'll be part of a remote-first team with flexible hours and a comprehensive benefits package, including health insurance, paid time off, and professional development opportunities. The deadline to apply is January 17, 2025. This position requires availability to work an 8-hour shift between 7 am - 5 pm PST Monday to Friday.

Requirements

• Be skilled in SaaS Customer Support and have 1-2 years of relevant experience
• Have an understanding of customer service best practices and can apply them to your work helping customers
• Have a 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)
• Have some knowledge of HTML, CSS, and Javascript with a desire to learn more
• Be a confident multitasker and be comfortable switching from live channels to email and shifting from service-oriented issues to more technical issues as the need arises
• Be a confident communicator who can leverage your technical and customer service skills together to explain more complicated issues in language that any customer can understand
• Be committed to personal and professional development and look to build upon your knowledge and skills with growth, development, and learning
• Be available to work an 8hr shift between 7am - 5pm PST Monday to Friday
• Be available to work from 8:30am - 4:30pm PST during the onboarding period

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