Customer Support Representative

As a Customer Support Representative, you will provide exceptional technical support to customers for various tools via email, live chat, and phone in a timely and efficient manner. The ideal candidate will be passionate about helping our customers find answers to their questions. In collaboration with the rest of the Customer Support team and all departments, the Customer Support Representative is responsible for the success of Wishpond Technologies Ltd.

RESPONSIBILITIES

• Reply and help solve support inquiries: help requests, bug reports, technical issues, etc.
• Deal with billing inquiries: Refunds/credit assignment.
• Update the knowledge base by creating articles and videos, translating materialism, etc.
• Conduct training sessions for new customers.
• Report new feature requests and customer feedback in general to the Customer Success, Product, and Development teams.
• Help identify risks and opportunities that must be escalated to the Customer Success and Project Management teams. 
• Other duties as assigned.

QUALIFICATIONS

• Experience in Customer Support within a SaaS company is considered an asset.
• Tech-savvy and able to quickly learn complex software applications.
• Ability to remain calm and positive in high-pressure situations while communicating with empathy and understanding.
• Must be detail-oriented and proficient at time management.
• A degree or diploma contributing to the organization or role is considered an asset.
• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality.
• As part of a diverse team, can work both independently and collaboratively.
• Must be technical, analytical, results-driven, and able to multitask in a fast-paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
• Experience with marketing automation, CRM, landing pages, and email marketing platforms is an important plus.
• Willing to participate in ongoing education and training for the role.