Overview
Customer Support Specialist Jobs in Canada at Retail Zipline
Full job description
Zipline is looking for aCustomer Support Specialistto help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! This individual will be responsible for supporting our customers in thePST timezone.
At Zipline, our Customer Support Specialists serve on the front lines by answering questions, resolving issues, responding to feedback, and troubleshooting technical problems through live chat (Intercom) and email. For this role, we are looking for someone who will provide gold-standard support for our growing customer base to ensure all their questions are answered in a timely manner.
The Customer Support team works remotely in set shifts and for this role, we’re looking forfull-time Tuesday – Saturday from 9am – 6pm PST with a one-hour break. A large majority of the Zipline customer base is in the retail sector and as a result, holiday coverage and scheduling may be required (with additional compensation).
If you are an empathetic, friendly, and outgoing person who is passionate about providing best-in-class customer support, then you are who we’re looking for!
Key Responsibilities
Provide primary front-line support as a Tier 1 Customer Support Specialist
Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
Handle customer requests and questions with a thoughtful, friendly, and empathetic tone.
Immediately escalate technical issues and bugs to Tier 2 Customer Support Engineers
Collaborate with colleagues across the organization to find solutions to customer issues
Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
Maintain a polite, helpful, and professional manner at all times
Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
Familiarize yourself with new products and services as they are introduced
Attend training and meetings as required
Provide assistance with training for new Customer Support hires
Help create and maintain internal and customer-facing documentation
Must-haves:
Availability to work Tuesday-Saturday from 9am-6pm PST
Flexibility to accommodate holiday coverage/scheduling (on a rotational basis with extra compensation)
Previous experience in a Customer Service role
Previous experience working at a SaaS or technology company
Experience with help desk software, such as Intercom, Zendesk, etc. is preferred
Proficiency with applications such as Slack, Basecamp, Zoom, GitHub, etc. preferred
Familiar with supporting applications on mobile and desktop experiences (namely Mac/Windows, iOS, Android, Different browsers)
Outstanding listening and writing skills; Clear, thoughtful, and friendly writing style
The ability to respond appropriately and quickly under pressure
Sound judgment and excellent problem-solving skills
A positive attitude and the ability/desire to build relationships with our users
A keen ability to translate complex concepts into simple and intuitive communication.
Team player with excellent collaboration skills to build relationships across the company
– both ours as well as our customers.
Demonstrates work behaviours such as self-motivation, dependability, adaptability, flexibility and dedication
Nice-to-haves:
High school diploma/GED/Bachelor’s Degre…
Title: Customer Support Specialist
Company: Retail Zipline
Location: Canada
Category:
