Title: Technical Support Specialist - Level 2
Salary: Base salary + Benefits + Vacation
Location: Richmond Hill, ON *Temporarily Remote*
Term: Full time, Permanent
About Us
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward!
About You
We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope. The ideal candidate is passionate about customer service, has a solution-oriented approach to problem-solving and can effectively communicate with customers to understand their business needs.
Responsibilities:
- Set and communicate expectations and timelines for resolutions with sensitive accounts
- Work with sensitive accounts on a dedicated basis to provide resolutions to their issues
- Organize open cases, as well as follow-ups, to deliver resolutions to customers to meet SLAs
- Identify customer frustrations in a pro-active manner and escalate resolutions through appropriate channels
- Answer inbound calls & complex email tickets from customers on a priority basis
- Answer call-back requests pertaining to escalations from customers on a priority basis
- Provide software support by troubleshooting technical issues or general account queries
- Provide feedback on support processes and procedures to the department Team Lead
- Assist Level 1 Customer Success Specialists with ticket handling, departmental procedures, and investigation of issues using advanced system knowledge
- Gather information on issues from customers to report or escalate to the appropriate department
- Act as a training buddy to Customer Success Trainees by monitoring their email & phone skills
Skills & Qualification:
- 2+ years experience working in a Tier 2 Technical Customer Support position or higher in the SaaS industry
- Experience meeting SLA's and upholding deadlines in a dynamic, fast-paced, environment
- Ability to utilize existing tools, as well as seek additional resources, to resolve technical issues and prevent future issues
- Exceptional written and verbal communication skills, with the ability to communicate effectively with customers in technical and non-technical terms
- A solution-oriented approach to problem solving
- Familiarity with the operations and needs of a business owner in small-to-medium sized businesses
- Highly organized and detail-oriented, with the ability to multi-task
- Well-developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams
- Ability to quickly leverage tools and technology, such as Microsoft Office Suite, Zoho CRM, and Jira
- High energy level, demonstrated drive to succeed, and comfortable with urgency
Benefits:
- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Flexible working hours
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free food
*Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.