Technical Support Specialist

Absorb • Calgary, AB

3d • Remote

About The Position

As a member of our Client Advocacy team, you are responsible for providing high-quality technical and best-in-class support for the Absorb platform clients. You will address client needs across the world by phone, chats, and desktop sharing, using a support ticket tracking system. The fundamental goal of this position is to help our clients achieve success using our Absorb platform.

Requirements

• 3+ years’ experience in a technical support position, (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc)
• Basic understanding of core web components.
• Exceptional attention to detail.
• Proven time-management capabilities.
• Excellent communication (both written and verbal) and active listening skills.
• Ability to grasp technical concepts and explain them in simple term.

Nice To Haves

• Previous LMS/E-Learning experience.
• Technical documentation experience.
• Zendesk, MSSQL, Jira, Confluence experience.
• Previous experience working with remote teams.
• Fluency in other languages (would be a bonus but not required)

Responsibilities

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
• Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
• Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
• Manage customer expectations regarding estimated response times for issue resolution.
• Extensively research and document customer technical issues.
• Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

Benefits

• Comprehensive Health and Wellness Benefits including retirement savings programs
• eligibility for two different bonus plans
• generous time off
• comprehensive medical and dental benefits based on your country of location.
• New Hire Equipment Allowance
• monthly Flex Allowance to support your success.
• Endless opportunity for career growth and internal mobility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed