Customer Support Specialist (Remote in BC)

Customer Support Specialist (Remote in BC)

EMPLOYER: Recollective

JOB DESCRIPTION:

Who We Are

Recollective Inc. is the leading provider of online research software for conducting qualitative research studies and fostering strategic customer insight communities. Launched in 2011, Recollective is recognized at number eight in the 2023 GRIT50 ranking of the world’s top fifty most innovative suppliers in the market research industry. Thousands of the world’s most innovative market research agencies and enterprises choose Recollective.

As a fast growing tech company headquartered in Ottawa, Canada, we have very ambitious goals and we’re not slowing down. We like to dream big, get things done and have fun while doing it. Interested? Apply today!

As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers.

You will interact with customers every day by email, phone or live video session to provide technical consultation support. That might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs.

If you love problem solving and take pleasure in delivering exceptional service, we invite you to take the first step in applying for this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn more about the job to ensure this is the right step forward in your career path.

Role Responsibilities

1. Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform.
2. Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required.
3. Assist customers in achieving successful outcomes with Recollective through project reviews and tailored guidance.
4. Provide discrete in-app support during live research sessions for customers.
5. Document customer experiences and formal feedback.
6. Support and collaborate with Recollective's product and sales teams.
7. Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed.

Required Skills and Experience

1. Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately.
2. This role requires strong written and verbal communication skills in English. Preference will be given to candidates who are also fluent in Spanish or French.
3. Candidates must be able to demonstrate a minimum of 2 years experience working in a customer-facing role.
4. A post-secondary degree or diploma in any field of study would be preferred.
5. Ability to empathize with the customer and provide an exceptional support experience.
6. Experience leading live video and screen sharing sessions is an asset.
7. Self-starter that is able to work unsupervised, effectively and committed to continuous learning.

Location

This position is open to all applicants located in British Columbia and willing to work within the Pacific Time Zone. While we welcome applications from across the province, we have a strong preference for candidates located in or near the Greater Vancouver Area.

The working hours for this role will alternate between 9:00 AM - 5:00 PM (PDT) and 11:00 AM - 7:00 PM (PDT), with the majority of work hours falling within the 9:00 AM - 5:00 PM (PDT) timeframe.

START DATE: 11/18/2024