Customer Success Associate

CUSTOMER SUPPORT ASSOCIATE - Ottawa, Hybrid

We are seeking a high-energy, driven individual with impeccable attention to detail to join our Customer Success team as a Customer Support Associate. Our ideal candidate is a self-starter who is able to juggle competing priorities, communicate clearly and is always looking for ways to improve the customer experience we deliver to our clients.

Our client is a SAAS product based company in the hospitality and travel industry. They design Contactless Communication tools that have helped thousands of frontline service providers engage with millions of people more efficiently and effectively, improving the quality of their experience.

What you’ll be doing:

• Maintain customer focus at all times by looking for opportunities to exceed our customers expectation to improve satisfaction and retention

• Provide technical support and user support via our Help Desk (ZenDesk) and by phone

• Support Sales and Customer Success team with client onboarding and ongoing account management

• Implement changes to customer accounts in consultation with Sales and/or Customer Success team

• Complete additional administrative tasks as assigned

• Develop and/or maintain core customer facing resources such as: knowledge base, in-app walkthroughs, training videos
  

We’ll be reaching out to candidates that have:

• Excellent customer service and telephone skills, including strong listening, verbal and written communication

• Strong desire to work with technology, and a strong technical aptitude

• Entrepreneurial mindset, with a strong desire to learn, work hard and look for opportunities to contribute more

• Ability to multi-task effectively while working remotely

This is full time position in Ottawa, ON - Hybrid work policy