Our team voted and made it official! Clariti has been awarded the prestigious, Great Place To Work in Canada, and we couldn't be more humbled. Our People make empowering cultures possible, and we know what it takes to drive strong engagement because we live it every day, in all of the small and big things we do.
Read more about Us, Our People, and Our Culture here.
What do we do?
We empower governments to deliver exceptional citizen experiences
Clariti's government software helps North America's largest and fastest growing communities deliver exceptional community development, permitting, and licensing experiences online. Every day, our solutions help governments approve more permits for new homes, business licenses for entrepreneurs, and professional licenses for essential workers.
As of 2023, following Clariti's acquisition of Camino Technologies, a leading permitting and licensing software company serving small and mid-sized governments, our software is used by tens of millions of North Americans every day.
If you're interested in learning more about our company culture, and joining our team of relentless builders, you can check out more about our team here.
What will you work on?
As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers. Your role will focus on ensuring a seamless and satisfying customer experience by addressing technical issues and providing insightful solutions. Reporting to the Technical Support Manager, you will play a pivotal role in maintaining and enhancing our customer relationships, making you the go-to person for handling and resolving customer cases.
- Customer Interaction: Monitor support channels and respond swiftly and empathetically to inbound customer requests. Act as the first point of contact, ensuring customers feel heard and supported.
- Issue Resolution: Troubleshoot and resolve customer issues, questions, or concerns efficiently. Utilize your problem-solving skills to address technical problems and escalate more complex issues as needed.
- Communication: Craft thoughtful and accurate responses to customer inquiries. Use prepared responses for common issues while ensuring that all communication is clear and customer-friendly.
- Customer Advocacy: Share valuable customer feedback with our internal product and engineering teams. Provide insights that help us enhance our platform and better meet customer needs.
- Customer Education: Aid in the implementation and understanding of Clariti's mid-market platform and product solutions. Identify and address any educational gaps that impact the customer experience.
- Configuration Support: Assist with configuration projects to deepen your understanding of the product and improve your ability to support and guide customers through setup and customization.
- Documentation: Maintain detailed records of customer interactions and troubleshooting steps in our CRM system (Salesforce). Create and contribute to knowledge base articles to support self-service options for customers.
- Collaboration: Work closely with cross-functional teams, including product development and QA, to advocate for customer needs and ensure timely issue resolution.
- Continuous Learning: Stay updated on product features, enhancements, and industry trends to provide accurate and current support.
What you bring to the team?
- Customer-Centric: You are passionate about delivering top-notch customer service and have a proven track record of going above and beyond to support customers.
- Detail-Oriented: Impeccable attention to detail is second nature to you, ensuring accurate and thorough handling of customer issues.
- Empathetic Communicator: You possess excellent written and verbal communication skills, with the ability to convey technical information in a way that is easily understood by non-technical customers.
- Results-Driven: You focus on achieving outcomes and are dedicated to resolving issues and improving the customer experience.
- Adaptable Problem-Solver: You can quickly analyze and solve technical problems, and are comfortable seeking guidance from senior team members when necessary.
- Team Player: You thrive in a collaborative environment and are a self-starter with excellent time-management skills. You are also highly coachable and open to learning.
- Education: Bachelor's degree required.
- Experience: Minimum of 2+ years in Client Relations, Account Management, Customer Success, Technical Support, or Customer Service (preferably in the SaaS domain) with a proven track record of meeting and exceeding goals.
- Skills: Experience in SaaS customer service or sales is ideal. Familiarity with CRM systems, strong multi-tasking abilities, and experience communicating with various levels of an organization are preferred.
- Who you are: You are dependable, detail-oriented, and highly organized. You excel at saying "I don't know, but I will find out" and consistently follow through to provide accurate answers for clients.
The salary range for this role is expected to be between $65,000-$90,000 based on the candidate's skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy.
If you have questions about compensation as we move through the process, we're happy to discuss further.
Why join Clariti?
Our Commitment to ED&I
At Clariti, we're on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We're working to create a workplace and team that is as diverse as the communities we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day. Curious how we've been working on this? Reach out to our People & Talent team and we'd be happy to share more details on the workshops, policies, and processes that we have both in place today, and in the works for the future.
We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees' experiences as we grow. We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team:
- 100% 'remote-first' Work Environment - our people are our greatest asset, and everyone requires a different environment to do their best work. To maintain flexibility in our workstyles and locations, our team works remotely - currently across Canada and the United States
- Flexible Work Hours - everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST). Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences
- Competitive Total Compensation - we recognize the valuable contributions and hard work of our team, and reward them for it!
- Personal Time Off (PTO) - we recognize the need for recreation, and to ensure that all employees are taking adequate rest, we offer our team 29 pro-rated days of paid time-off (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days)
- Comprehensive Extended Benefits package* - including coverage for medical, dental and vision - starting on day one!
- $500 Annual Wellness Spending Account* - (prorated based on start date) for team members' personal health and wellbeing
- An Annual Professional Development budget*, and high potential for growth and continuous learning
- Team Building Initiatives - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement
- Onboarding & Quarterly WFH budget* - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable
- Tech Tools and Stack - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence/Jira, Lattice, Rippling and Greenhouse
- Note - any benefits listed with an asterisk are subject to employee eligibility (i.e.: FT Permanent employees or employees covering a long-term contract of +12 months)
Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. Questions? Ask us - we're here to help.
Don't meet all the requirements but still interested in applying for an opportunity? We're all on a journey to learn constantly and have areas to grow in and develop. If you bring some of the above skills to the table and are still developing in others, please apply with us anyway! Learning and experience isn't a one-way path, if you believe you have the background needed to make an impact in this role, we'd love to hear from you.
If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to hr@claritisoftware.com and we'll be happy to support you.
