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Posted Apr 12
Roadmunk

User Support Specialist

Toronto Full Time

DESCRIPTION

We are a high growth start-up that pride ourselves on stellar design and superb code quality. We have a deep understanding of our users psychology and enjoy solving complex problems. We love to learn, teach, and debate all ideas. Our leadership team has worked across seven startups (one exited to Google) which has allowed us to form well thought out opinions on work culture, time management and coding practices. We work our own hours, play by our own rules and choose our own roads to follow.

So what do we do?

Roadmunk is a web-based data visualization tool that enables product innovators, executives and their teams to create, design and share their strategic roadmaps throughout the organization. Our customers include Slack, Nike, Adobe, Bloomberg, Citibank and The Coca-Cola Company.

Position summary

This role is for a technically savvy individual who can efficiently close out support tickets while maintaining professionalism and empathy for our end-users. If you have a passion for all things customer success, have a natural curiosity to dig into customer issues and want to hit the ground running then this is a position for you!

REQUIREMENTS

What we’re looking for

  • You can convey your ideas and debate with the team
  • You have exceptional communication skills, both verbal and written
  • Demonstrate passion for customer success and empathy for users
  • Can identify opportunities to sell and up-sell prospects and customers to expand our user base
  • You are a technically inclined data-driven cheerleader for customer support and know how to apply your knowledge base to extract key metrics
  • You have experience managing customer feedback and working cohesively with Development and Product teams to prioritize bugs and improvements
  • You can think quickly on your feet, problem solve independently and use your judgement to know when to escalate issues
  • Having a positive attitude, being friendly and fun to work with while remaining a flexible team-player

What you’ll do

  • Interact with prospects & customers to solve technical challenges (powered by Intercom)
  • Respond to complex technical issues generated by our Enterprise customers
  • Provide real-time feedback about product performance, enhancements
  • Mentor internal support teams on technical issues and best practices
  • Building relationships with other teams across Customer Service, Development, and Product Operations as a technical expert
  • Identify key metrics, analyze and present findings to Product team
  • Maintain daily metric logging, automizing if possible, creating internal processes to follow
  • Review, revise, and add to our documentation and knowledgebase
  • Work closely with QA, Customer Success and Sales teams to develop and execute operational procedures and strategic account plans
  • Diagnose and log bugs and new feature requests to be addressed by our product team
  • Become the voice of our users!

Nice-to-Have Skills

  • Start-up experience
  • Comfortable in a fast-past, entrepreneurial environments
  • 2+ years prior experience in customer facing roles related to Customer Experience and/or Sales
  • Experience or keen interest in product management
  • Experience working with an array of Support technologies including Intercom, Salesforce, Totango, Chartmogul, etc

BENEFITS

  • Full health benefits package
  • Health & wellness allowance
  • Competitive salary and stock options
  • Free snacks and drinks
  • Team lunches and monthly events
  • Reasonable flexibility with working remotely
  • Diverse projects, cutting-edge tools and freedom to experiment

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