[Hiring] Technical Support Specialist @Coconut Software
Mar 29, 2025 - Coconut Software is hiring a remote Technical Support Specialist. 💸 Salary: competitive salaries. 📍Location: Canada.
Role Description
Our Technical Support Specialists manage and develop key relationships with our customers as the first point of contact for general and technical support. The Technical Support Specialist has a deep understanding of customer workflows, processes, and troubleshooting techniques to find successful ways to implement solutions.
This individual is a product expert and has a technical background having worked alongside engineers in the past. Engaging and customer focused by nature, they drive continued value with our customers as we position Coconut Software as an industry leader. At the heart of the role, Technical Support Specialists are curious problem solvers who love proactively learning new things and engaging empathetically with customers.
- Responds to customer inquiries with tact and humanity via email and phone, and resolves problems with empathy and a sense of urgency.
- Takes ownership of solving common technical support problems using Intercom and our other tools, seeing them through to resolution and diving into the why behind problems.
- Manages escalations and customer emergencies in collaboration with Support leadership, and participates in on-call emergency rotation.
- Diagnoses issues and identifies appropriate solutions to most issues and inquiries.
- Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams.
- Follows team procedures for escalation of unresolved issues and identification/logging of bugs.
- Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with internal teams.
- Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency.
- Contributes to our customer facing help centre, creating and updating articles in collaboration with Knowledge team members.
Qualifications
- 2-3 years of experience working with customers including enterprise clients
- 1+ year of experience working in a SaaS environment.
- Understanding of how code works in the context of finding data using SQL, and debugging web applications.
- Strong communication skills, where you love adding personal touches.
- High emotional intelligence with exceptional listening skills and customer empathy.
- Confidence in presenting information to customers.
- Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace.
- Analytical mindset and strong attention to detail.
- Team player and self-driven, always looking to learn and help others.
- Strong time management skills, ability to prioritize and successfully manage multiple tasks.
Requirements
- Bonus points for having experience debugging with SQL and Webhooks.
- If you're bilingual (French).
- Having experience with Intercom, Jira, and Data Dog.
Benefits
- “Cabana Days” - our version of a flexible work week!
- Ability to do your job in a supported, but still flexible environment.
- Supported professional development, learning & career opportunities.
- Regular 1:1 coaching with your leader and regular connection to a passionate executive team.
- Work in a team big enough for growth but lean enough to make a real impact.
- A full range of benefits to keep you happy & healthy.
- Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
- Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!
- Virtual mental health and EAP platform.
- WealthSimple GRSP & Matching.
- Annual Wellness Benefit ($1000 per year).
- Opportunity to work remote - anywhere in Canada!
- Employee Options - everyone shares in our success!
- Internet Subsidy on each paycheck.
- Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
competitive salaries
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 29, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
