Senior Customer Support Representative
Montréal, Québec /
Support /
Full-time
MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 4,000+ businesses including Univar, Quikrete, ABInBev, Duracell, Marriott and McDonald’s.
We've raised $54 million in venture capital following a recent Series B funding round led by Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as the founders of UiPath and Thumbtack.
We are looking for a Senior Customer Support Representative to join our team at our office in Montreal, Canada.
Responsibilities:
- Respond promptly and accurately to customer support inquiries
- Call customers to resolve issues when needed
- Help customers with how to use specific features of the product
- Offer work-around solutions when the product does not exactly meet the customer’s requirements
- Document product requests and highlight common requests to the Product team
- Schedule meetings with sales representatives when pricing negotiation and solution consulting is required
- Create self-service knowledge base articles and saved replies based on frequently asked questions
- Follow up with old customer support tickets when new product releases help meet the requirements of customers
Requirements:
- 1.5 years - 4 years of full-time customer support or customer onboarding experience (providing customer support or onboarding for a software product is a plus)
- BA/BSc/BEng degree or equivalent
- Highly proficient in Excel.
- Spanish language skills (written and spoken) are an asset.
- Excellent communication, time management, and interpersonal skills.
- Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
- Savvy with technology and capacity to become well-versed in our software in a short period of time.
- Experience working with customer support/help desk ticketing software is a plus.
About us:
Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.
MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
