Customer Support Specialist

Job Description

Join Velora as a Customer Support Specialist, where you'll deliver exceptional support to our customers across various channels, including phone, email, chat, and social media. Your empathy and problem-solving skills will be essential in resolving issues, building trust, and ensuring customer satisfaction. As a product expert, you'll guide customers through troubleshooting and best practices, proactively identifying solutions to help them succeed. You'll advocate for customer needs, share feedback with internal teams, and contribute to improving our platform. Maintain detailed records of customer interactions, assist in creating support documentation, and participate in quality assurance to enhance the user experience. Your role is crucial in making our customer feel valued and supported.

Qualifications

1. Bachelor's degree in accounting, information technology, business, or a related field. 2. Minimum of 1-2 years of experience in customer support, preferably in a software or technology-related field. 3. Tech-savvy with strong problem-solving skills and the ability to think critically and adapt to various customer situations. 4. Empathy and patience in handling customer inquiries and concerns. 5. Familiarity with Zendesk and CRM software. 6. Strong commitment to understanding and prioritizing customer needs and experiences. 7. Active listening skills with the ability to show empathy in resolving concerns. 8. Excellent communication skills, both written and verbal. 9. A passion for technology and a desire to stay updated on industry trends. 10. Willingness to work flexible hours, including evenings and weekends if necessary.

Benefits

- Competitive salary range: $50,000 - $58,000 CAD, based on skills, education, experience, and location. - Generous paid time off: 4 weeks of paid leave plus 11 public holidays, and an additional 2-week company holiday at the end of the year. - Generous paid sick leave. - Remote work: Live and work from anywhere, with a monthly stipend for coworking. - Training and development: Support for learning new skills, conferences, and courses. - Health coverage & retirement: Robust medical, dental, vision, disability, and life insurance, with a 4% match on retirement contributions in Canada.