Customer Support Specialist

ABOUT ADPERFECT AND TRIBUTE TECHNOLOGY:

AdPerfect is an established best-in-class technology company and solutions provider and part of Tribute Technology. Our customers include some of the largest and most prominent media brands in the world, spanning four continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience. We are looking for a self-motivated problem solver with strong experience in technical support and customer service to work with customers and internal teams to investigate and resolve issues, produce and track technical change requests, and produce support documentation. Clear written and verbal communication is critical, as well as the ability to bridge technical subjects with a non-technical audience.

POSITION SUMMARY:

Are you looking for a new and rewarding role within the technical support field? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy-driven industry? Ensure that all technical aspects are functioning optimally for customers, maximizing their system capabilities, and making recommendations for improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Strong oral and written communication skills in English
• Respond to new issues in a timely manner and proactively follow up to existing ones
• Acknowledge, evaluate, and resolve technical and non-technical customer support issues by phone, live chat, and email
• Troubleshoot reported issues to determine the root cause
• Escalate issues to other teams and stakeholders when appropriate
• Moderate contributions for appropriate content
• Work collaboratively with the client-facing teams and customers
• Actively participate in the testing of product features and enhancements
• Take responsibility for the quality of all tasks and duties executed
• Identify repetitive tasks and implement efficiencies within the team
• Produce documentation for customer-facing and internal use, such as troubleshooting guides and FAQs
• Other duties as assigned

EDUCATION AND EXPERIENCE:

• High school education or equivalent is required; post-secondary education is preferred
• Minimum 2 years’ experience in a technical customer support capacity providing support for website or software products/services
• Experience with Software as a Service (SaaS) platforms or technical website support is required
• Hands-on experience with WordPress or other website platforms
• Proven technical/diagnostic ability along with the analytical ability to diagnose problems
• Ability to understand complex technical systems and workflows

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to understand complex technical systems and workflows
• Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicate in English via email, text, and telephone
• Possess an attention to detail
• Ability to work with minimal supervision and research using traditional and online resources
• Ability to read/understand service manuals/bulletins
• Working familiarity with various office equipment (telephone, computer, etc.) and be proficient with basic skills in Internet, Excel, and Word
• Exposure to one or more of the following is required: HTML, CSS, JS, JSON, XML, and MySQL proficiency is an asset

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.