Customer Support Representative – Intouch Insight

Title of the Job: Customer Support Representative

Location: Ottawa, ON

Job Description: DescriptionWhen our customers reach out to us with questions, or need help using our software to meet a business need, we want them to know that they are being helped by someone who really cares. We need an enthusiastic individual who can listen carefully to customers and then offer relevant, useful solutions.Your comfort with technology, complemented by your excellent people skills and a hands-on approach, will enable you to provide real customer value. In addition to being the primary point of contact for customers in need, you will work closely with other teams in our organization including: marketing, sales, product management and engineering.The ideal candidate:

• Has worked in a B2B, customer-facing role within a SaaS environment
• Has excellent written and verbal communication skills
• Is comfortable picking up a phone, or jumping on a Zoom call to connect with a customer
• Is a fast learner, and in particular, establishes expertise in new software tools quickly (both product solutions and supportive tools)
• Has experience troubleshooting software issues
• Is passionate about, and seeks opportunities to provide customer value
• Is reliable in managing time and priorities to meet strict deadlines
• Is curious, entrepreneurial, and takes ownership of personal development
• Is proactive, positive, and patient in cross-functional team settings

Key Responsibilities:

• Front-line support for inbound customer support requests
• Trouble-shoot potential software issues, documenting, escalating, and monitoring issues through resolution
• Create and maintain end-user documentation including ‘How To’ documents and videos that help our customers get more from the platform and their data
• Build and maintain relationships with key account stakeholders, administrative users, and end users
• Identify opportunities for key account ‘wins’ through proactive customer engagement and data analysis
• Support customer webinars (providing content, participation in Q&A, and leading webinars)
• Support customer implementation and onboarding activities (including client setups, form and report builds, admin/end-user training, and leading full implementation)
• Training and support for internal customer-facing teams as subject matter expert
• Other duties as required

Skills and Experience:

• 2+ years in a B2B customer facing role
• Experience with Zendesk, Hubspot, and Jira
• Experience training and onboarding customers using screen-sharing tools such as Zoom and Microsoft Teams
• Experience in technical writing: Client-facing knowledge base articles
• Experience in video content creation: End-user video tutorials
• Experience in project management: Planning, organization, task and time management, critical thinking and problem-solving

Assets:

• Although the business language is English, a working knowledge of French would be an asset.
• Familiarity with Chrome developer tools for troubleshooting issues
• Familiarity with data analysis tools (Power BI, Snowflake, Google Analytics)
• Basic knowledge of web development: HTML, CSS, and JavaScript
• Basic understanding of APIs and data integrations

About IntouchIntouch Insight is a growing technology and managed services company with headquarters in Ottawa, Canada. We take great pride in the Customer Experience ecosystem we’ve created, allowing us to be at the forefront of innovation and driving growth for our clients. We have a 25+ year history and a Fortune 1000 customer-base. Our single platform approach allows multiple data sources such as Survey, Checklists, Research Shop and Audit data to use our common reporting platform. At our core, we’re passionate about helping businesses create experiences to win customers for life.Intouch Insight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Salary Description$55,000 – $60,000

Company Name: Intouch Insight

Salary: $55000 – 60000 per year

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