Customer Support Analyst

Cority

98d

About The Position

As the first point of contact for customers, this role is responsible for addressing and resolving basic technical and functional issues related to Cority’s product suite. Cority provides 24/7 global customer support, and this position follows a rotating shift schedule from 8:00 AM to 1:00 AM, including on-call rotations and rotating holiday coverage. The role involves working with more senior team members and Tier 2 support teams as needed to resolve customer issues, while gaining product knowledge through training and hands-on experience.

Requirements

• A bachelor’s degree in communications, business administration, computer science, information systems, or a related discipline, or an equivalent combination of education and experience.
• Previous experience in a customer service or help desk role, preferably within a software or technology environment.
• Strong analytical skills with the ability to assess issues, identify root causes, and provide effective solutions.
• Strong customer service orientation with excellent verbal and written communication skills.
• Basic understanding of software systems and the ability to quickly learn and apply technical information.
• Solid organizational skills with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Comfortable working with different software platforms (e.g., Salesforce CRM or similar ticketing systems).
• Ability to work independently while also being a team player, collaborating with peers and senior support staff as needed.
• A positive attitude and a desire to continuously learn and improve technical and problem-solving skills.
• Willingness to work in a rotating shift schedule, including evenings, weekends, and holidays, as required.

Nice To Haves

• Experience in occupational health care or a related health field is a plus.

Responsibilities

• Respond to incoming customer inquiries via phone or email, ensuring a timely and accurate resolution of basic issues related to the Cority Product Suite.
• Troubleshoot and assist clients with common technical problems such as login issues, system errors, and basic configuration questions.
• Log all customer support interactions in the customer support system, including case details, updates, and resolutions.
• Provide consistent follow-up with customers, ensuring they are informed of the status and progress of their case.
• Escalate more complex technical issues or bugs to the appropriate Tier 2 teams, including Engineering, and track progress until resolution.
• Collaborate with internal teams to ensure that customer issues are addressed promptly and accurately.
• Assist in identifying recurring customer issues and report patterns to senior team members for further investigation.
• Maintain a working knowledge of Cority's product offerings, learning new features and functionalities as they are released.
• Follow established support procedures and contribute to continuous improvement efforts by suggesting enhancements to current processes.
• Ensure compliance with Cority's information security policies and immediately report any security-related incidents.

Benefits

• An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture.
• Support for a remote working environment with a one-time home office allowance and subsidized monthly internet allowance.
• Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.).
• Annual fitness allowance.
• Mental health support provided through access to Calm Premium meditation app and access to Talkspace.
• Access to Udemy, internal training programs, annual training allowance and certifications, if applicable, and High Talent Programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees