Technical Support Specialist
Rezdy•Quinte West, ON
•Hybrid
About The Position
As a Technical Support Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Technical Support Specialist is responsible for responding to phone calls, support tickets and live chats, to assist our customers with whatever their enquiry may be. This is a hybrid role 3 days a week in office.
Requirements
- Experience with a telephony system (Aircall)
- Experience with CRM system / Hubspot / ZenDesk preferrable
- Experience/Interest in software, API’s, HTML
- Experience in Zendesk or similar helpdesk ticketing tool highly preferred
- Previous experience in helpdesk role
- Proven experience in achieving and exceeding targets
- Empathetic, provides value to customers beyond their expectations
- Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
- Effective communication skills
- High attention to detail and highly organized
- Ability to work autonomously and towards deadlines
- Sets high standards of personal performance
- Is solutions driven and a team player
- Adaptable and flexible with an openness to new ideas
Responsibilities
- Be a guru for Rezdy’s software in every engagement with all Rezdy customers types
- Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues
- Identify, test and troubleshoot customer issues and provide resolutions in a timely manner
- Keep the customer involved and informed as needed
- Meet and/or exceed the average daily and monthly productivity targets
- Ensure customer emails are responded to within the agreed SLA and maintain a CSat score that is above target.
- Assist in troubleshooting bugs and escalating to the right teams.
- Self initiate learning to keep up to date of new product features and developments to assist in the support process
- Report trends related to bugs, feature requests and feedback to relevant internal departments
- Ensure the high quality maintenance and accuracy of notes within the ticketing system
- Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
- Be a brand ambassador of the Rezdy product
- Embody and champion Rezdy’s value
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
