Job Description
The Role: Support Specialist
Overview: A _Support Specialist_ is intended to keep customers and partners happy and paying by providing them with exceptional support and service, driving adoption by helping customers realize value and achieve outcomes using our solutions.
A _Support Specialist’s_ primary goal is to ensure customers have their product questions answered and technical issues addressed in a timely manner, working to provide solutions for their continued, long-term success as customers. We quantify a customer’s success by the ongoing renewal of their Products. Therefore, the Support Specialist’s efforts contribute to the overall happiness of the customer which leads to renewal and achieving recurring revenue goals at TopCo (SiteDocs, GoCanvas and Device Magic products).
Your Most Important Initiatives:
Customer Happiness
Responds to, manages, and resolves Zendesk support tickets and emails.
Responds to, manages, and resolves phone calls that come through the support line and any other incoming or outgoing calls related to providing customer support.
Teaches customers how to use TopCo Products (SiteDocs, GoCanvas & Device Magic) and how to achieve ongoing success.
Addresses and finds solutions for customer product issues.
Collects product feedback from customers and documents in Trello.
Tracks activities and conversations with precision and efficiency in CRM.
Provides assistance and support to other members of the CE Team, when needed.
Provides timely and successful delivery of solutions according to customer needs.
Form building and ensuring form building due dates are met.
Revenue Generation and Renewal
Identifies, recommends and executes upsells, professional services, and tier increases when applicable.
Ensures customers have a good experience to increase potential of renewal.
General
Provides suggestions on potential ways to improve the Help Centre, Walk-Through Guides, processes, procedures, checklists, and other documentation.
Executes on special projects given by Leadership.
Contributes to a culture of team building and continuous improvement.
Attends regular meetings and other meetings as requested.
Assists the Sr. Support Specialist Team as necessary.
What You Bring:
Proven customer support experience (or other relevant experience).
Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
Experience using iPads, tablets, smartphones, and device applications is a plus.
An aptitude for problem solving.
Proficiency in using (or the ability to quickly learn) software programs.
What GoCanvas Brings:
We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work. While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.
South Africa Benefits:
- Competitive Compensation
- Medical plan
- EAP Program
- Remote working flexibility
- 3 days Family Responsibility Leave
- 12 Days Sick Leave
- 15 Days’ Vacation Leave
- 13 Company-Paid Holidays
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!
If you need special assistance or accommodation while seeking employment with us, please email [email protected]. We are interested in every qualified candidate who is eligible to work in South Africa. However, we are not able to sponsor visas in the US or South Africa.
This role is a #LI-Remote opportunity.
