[Hiring] Customer Support Specialist @Velora

Role Description

As a Customer Support Specialist at Aplos, you’ll play a crucial role in ensuring the success of our church and nonprofit customers by providing thoughtful, solution-focused support. Your responsibilities will include:

• Customer Assistance: Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media.
• Product Expertise: Develop deep product knowledge to confidently guide customers through troubleshooting and best practices.
• Issue Resolution: Accurately diagnose customer issues and deliver clear, effective resolutions in a timely manner.
• Customer Advocacy: Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams.
• Documentation: Maintain thorough and accurate records of customer interactions to ensure continuity of care.
• Product Feedback: Listen closely to customer experiences to identify recurring issues and improvement opportunities.
• Training and Resources: Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles.
• Quality Assurance: Contribute to product excellence by participating in testing and quality reviews as needed.

Qualifications

• A college degree in accounting, information technology, business, or a related field.
• Minimum 1-2 years experience in customer support, preferably in a software or technology-related field.
• Technology savvy with strong problem-solving skills.
• Empathy and patience in dealing with customer inquiries and concerns.
• Familiarity with Zendesk and CRM software.
• Excellent communication skills, both written and verbal.
• A passion for technology and a desire to stay updated on industry trends.
• Willingness to work flexible hours, including evenings and weekends if necessary.

Requirements

• Demonstrates a strong commitment to understanding and prioritizing the customer’s needs and experience.
• Actively listens to customers and shows empathy in resolving concerns.

Benefits

• Salary: The salary range for this role is $50,000 - $58,000 CAD.
• Paid Time Off: 4 weeks paid leave plus 11 days of public holidays, and an ‘end of year shutdown’ with an extra 2 weeks company holiday.
• Work remotely: We’re a remote-first company with a monthly stipend for coworking.
• Training: Support for learning new skills or paying for conference or course tickets.
• Health Coverage & Retirement: Robust medical, dental, vision, disability, and life insurance coverages with a 4% match on Retirement.