The Role:
Our team is growing and we are looking for a resourceful, technical problem solver who is excited about delivering exceptional customer support.
As a Customer Support Specialist, your primary responsibility is to provide assistance and support to partners and end customers of Alternative Payments, demonstrating a high level of empathy towards their concerns. This role reports to the Director of Customer Success and will be the first point of contact for troubleshooting user experiences, software, and any additional issues and deliver an excellent customer experience. The role requires a combination of technical expertise, excellent communication skills, the ability to work in a fast-paced environment with competing priorities and a customer-focused mindset. Candidates for this role should be located in Toronto. This position is mostly remote, but requires candidates to come into the office approx 3x per month to meet with the team. This includes awesome team building activities.
Key Responsibilities:
- You will be the first line of defense in solving customer support requests and responding to customer inquiries and issues via phone, email, or chat in a timely and professional manner.
- Guide customers through troubleshooting processes to identify and resolve problems.
- Ensure customer satisfaction by addressing concerns and providing effective solutions.
- Collaborate with our engineering team to escalate complex issues, report bugs and suggest enhancements
- Work closely with engineering and customer success to share knowledge and problem solve technical issues affecting our customers and solve issues
- Update the knowledge base and troubleshooting documentation with the latest releases for internal and customer use
- Stay up-to-date with the latest product updates and roadmap to provide accurate and relevant support.
- Update partner SalesForce records when relevant to include information and pain points that arise from support communication
- Own the chatbot support experience. Ensure continuous updates to the chatbot and macros to reflect the latest product releases and empower user self-service
- Gather partner and end customer feedback and record it in Linear as product wishlist
items to identify areas for improvement in Alternative’s products or services.
- Follow established procedures and protocols for handling technical support issues.
What You Will Bring (Requirements)
- Education: A degree in communications, psychology, sociology, information technology, or a related field is preferred.
- Experience: 2-3 years of experience in a customer-facing support role for a tech company
- Technical Skills: Proficient in troubleshooting software issues. Familiarity with various operating systems and software applications.
- Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information to non-technical users.
- Customer Focus: A strong commitment to customer satisfaction and a customer-centric approach.
- Problem-Solving: Strong analytical, decision making and problem-solving skills.
- Teamwork: Ability to work collaboratively with team members and other departments.
- Autonomy: Have the ability to be self-sufficient and autonomous to meet goals in a remote setting
- Tools: Experience with ticket systems such as Zendesk, HelpScout, etc.
Nice to have:
- Payments experience
- Sales engineer experience
- Technical background
Compensation
Total compensation range for this role is $50-60,000k CAD
The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training.
What We Offer:
- Competitive salary and commission structure.
- Comprehensive benefits package, including health, dental, and vision insurance.
- Opportunity to work with a dynamic and innovative team in a rapidly growing industry.
- Professional development and career growth opportunities.
About Us:
Alternative Payments is a leading payments platform for service-based companies. Our innovative platform enables businesses to automate the entire accounts receivable process and reduce the overall expense of payment processing. We are dedicated to fostering growth and providing exceptional value to our clients.
Our Values
- Transparency & Honesty: We operate with transparency to our customers, investors, and other partners, every step of the way.
- Dependability: We are dependable. We do what we say we are going to do and we do not cut corners.
- Partnership: We are partners to our customers, investors, and each other, and work together to solve exciting massive problems.
- Revolutionary & Boldness: We are revolutionary & bold. We break down barriers and walls to build our own walls in a stronger, safer, and simpler manner.
- Diversity & Inclusion: We work together with people of all backgrounds and seek different viewpoints to generate stronger partnerships and create a stronger, more inclusive company and world.
