Technical Support Specialist (HOURS: 8am-5pm PST)

GoCanvas•,

4d•CA$49,000 - CA$58,000•Remote

About The Position

SiteDocs, a GoCanvas company, is a rapidly growing SaaS company specializing in EHS software. They are the leading provider of paperless safety management solutions and are recognized for their innovative products in industries like construction and manufacturing. The company is seeking a creative, passionate, and client-focused Technical Support Specialist to join their Customer Support team. This role involves assisting potential and existing subscribers via chat, phone, and email by resolving technical issues, managing password changes, and answering questions about product features. The position is crucial for accelerating customer value, acting as a brand ambassador, and enhancing subscriber satisfaction. The role requires applicants to be based in Canada and adhere to specific working hours (8 am-5 pm PST).

Requirements

A passion for customer satisfaction
Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
The technical ability to quickly learn a product
Strong communication skills to convey complex technical information to our clients.
A confident and engaging personality that shines over the phone
Ability to exercise your empathy muscle when dealing with clients of varying technical aptitudes
Self-motivation to not only become an individual leader but a team player ready to establish GoCanvas as a globally dominant force (hint: a strong work ethic will take you far!)
Highly effective written and verbal communication skills
Ability to work independently, manage workload effectively and stay focused under pressure
Ability and Cleverness in troubleshooting technical issues at a high level to determine the appropriate path to resolution
Good research and software testing skills
Knowledge of mobile applications
1 + years of relevant work experience in a customer service-oriented environment or a genuine interest in getting into the tech field
Applicants must be based in Canada
Eligible to work in Canada

Responsibilities

Work with clients via chat, phone and/or email for technical issues
Forge collaborative working relationships with internal teams such as product, development, customer success, and professional services
Provide clear and constructive product feedback to product management based on customer requirements
Help to document best practices in developing and deploying GoCanvas
Stay informed and knowledgeable regarding our new operating system (iOS and Android) releases
Document found issues and steps to reproduce
Review crash reports from mobile applications
Investigate issues reported by customers
Develop and execute automated/manual test procedures