What will you work on?
Reporting to the Technical Support Manager, as a customer-facing Support Analyst you are a solution-oriented individual who enjoys solving complex technical problems. You will play a lead role in Clariti’s most important customer and partner relationships by being the go-to person for reception, first review, and resolution of cases. You will be a key contributor to the knowledge base in the company, fostering an environment of continuous learning and knowledge sharing. You will have the ability to consult and implement best practices, troubleshoot issues, and resolve complex technical issues while understanding the importance of escalation for issues requiring additional oversight.
Customer success is key – this role consistently demonstrates the values of the Company in all dealings with internal and external stakeholders.
- Customer Support: Own the complete end-to-end customer experience by acting as the point of reception for technical problems escalating as needed to Clariti team members. Provide first-line technical support to customers via, email, and ticketing system. Skillfully manage customer expectations to result in a low effort customer experience
- Issue Resolution: Troubleshoot and resolve technical issues related to our SaaS products, escalating more complex issues to senior support team members when necessary. Ensure that work meets the standards as outlined in Technical Supports Standard Operating Procedures
- Documentation: Accurately document all customer interactions and troubleshooting steps in our CRM system.
- Knowledge Base Contributions: Contribute to the development and maintenance of our knowledge base articles to facilitate self-service support for customers.
- Customer Communication: Communicate technical information effectively to non-technical customers, ensuring they understand solutions and next steps.
- Collaboration: Work closely with cross-functional teams including product development and QA to escalate and resolve issues, and advocate for customer needs.
- Continuous Learning: Stay updated on product features, enhancements, and industry trends to provide accurate information and support.
The initial base salary range for this role is expected to be between $65k - $95k annually. Our compensation bands are based on various factors, including the labour market (as informed by our business stage and industry), job type and job level. Exact salary offers will be determined by factors such as the candidate’s qualifications, experience, knowledge and skills.
If you have questions about compensation as we move through the process, we’re happy to discuss further.
What you bring to the team?
- Education: Bachelor’s degree or diploma in Computer Science, Information Technology, related field or technical experience in a customer facing role. Certifications or coursework in IT support are a plus.
- Technical Skills: Basic understanding of SaaS, cloud computing, and IT infrastructure concepts. Familiarity with SQL, APIs, and troubleshooting methodologies is advantageous.
- Customer Focus: Strong desire to help and support customers. Excellent interpersonal and communication skills, both verbal and written. Experience in a Technical Support environment and customer facing role.
- Problem-Solving: Ability to analyze and resolve technical issues independently or with guidance from senior team members.
- Adaptability: Ability to thrive in a fast-paced environment and quickly learn new technologies and processes. Ability to effectively prioritize and escalate customer issues as required
- Team Player: Collaborative mindset with a willingness to assist team members and contribute to team goals.
The following qualifications are also a nice-to-have:
- Previous experience with Salesforce.com CRM and its technologies
- Experience interfacing with product, development and QA teams
- Experience in end-user training and documentation
- Comfortable interacting with all levels of customers and partners
- Ability to multi-task and perform effectively under pressure
- Experience with database and relational data structures