[Hiring] Customer Support Specialist @Aquila Software Group

Role Description

Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. At Infinity, we recognize that the only way for our clients to perform better is for our software to outperform the status quo, surpass the competition, and exceed expectations. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency.

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience.

This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST.

Qualifications

• The experience. You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
• The flexibility. You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).
• The technical skills. You are proficient with Microsoft Office, databases, and remote access tools.
• The solution focus. You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• The interpersonal skills. You possess excellent verbal and written communication skills.

Requirements

• Customer support. You will manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
• Problem resolution and collaboration. You will be responsible for thoroughly researching and documenting solutions to complex issues.
• Knowledge sharing and process improvement. You will gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.

Benefits

• Challenges. You are seeking a customer support role where no two days are the same.
• Impact. Your work will have real-world impact, helping customers extend access to small loans.
• Professional growth. You will work alongside a manager who brings a coaching mindset to leadership.

Company Description

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada.

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth.

We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.

If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.