Technical Support Associate

We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. About you You are a talented and passion driven individual who values working in a fast-growing environment, delivering high quality client-oriented services and collaborating with your peers. You are a motivated, detail oriented, technical skills and energetic person who works well in a fast-paced, dynamic small-team environment. You learn quickly and are passionate about helping others. Key accountabilities and responsibilities - Receive inbound email or chat from customers/partners regarding questions and/or issues with products and services - Help customers understand how our product works and troubleshoot any issues that they encounter - Lead Interactive calls and solution-driven responses - Provide strong customer-centric focus with the ability to understand and prioritize customer needs - Support and maintain excellent service level requirements - Assess the level of issue and respond appropriately. - Test and troubleshoot issues to determine a solution (training or technical fix) Key performance indicators - Customer satisfaction - Average 1st response time - Outbounds and Inbound Calls - Average Resolution Time Skills, knowledge, experience & qualifications - Must be fluent in English - Have at least 3 years of experience in customer support/technical assistance via telephone, email, and/or chat - Strong written/verbal communication skills - Ability to understand, translate and clearly articulate technical issues through written documentation - Excellent customer service attitude with the ability to maintain a professional demeanour when dealing with customers - Team player with the ability to handle change and shifting priorities - Must be flexible to work hours/shifts based on business needs - Excellent communication & interpersonal and problem-solving skills with sales ability