20240038 + 20240039 - Customer Support Specialist
Gujarat Hub
Customer Experience (CX) – Enablement Services /
Remote
Are you passionate about solving problems, learning something new every day, connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team. Our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best-in-class customer service and creating a customer for life. Our customers always know we have their back!
Work Hours: This customer support role is primarily focused on servicing our North American customers. As such, we are looking for x2 Customer Support Specialist to join our team and be assigned to the following shift, which adjusts according to daylight saving time in Canada:
• March to November: 10:30 PM – 6:30 AM IST
• November to March: 11:30 PM - 7:30 AM IST
Daylight Saving Time in Canada occurs from March to November, shifting the clock forward by one hour to extend evening daylight. From November to March, clocks are set back by one hour to standard time.
Please note: This role may occasionally involve working different shift times to cover team absences due to leave, illness, or other unforeseen circumstances.
Snapshot
- Employment Term: Full-time, Monday to Friday
- Work Hours: As per shift timings laid out above
- Relevant Experience: 1 Year in a client-facing or support role
- Location: Gujarat or Maharashtra, India
What You’ll Be Doing
- Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.
- Reproduce issues, review logs and internal resources as needed to debug issues
- Deliver viable workarounds and solutions to help customers meet deadlines
- Provide both quick and high-quality support to our customers, via email and phone
- Communicate complex information to customers in a simple and easy-to-understand format
- Empower: Create and maintain help center resources to aid customers in self-service
- Document internal learnings assisting other support team members in solving tickets
- Participate in internal training sessions to teach your teammates new skills
- Partner: With the wider Customer Experience team delivering value and contributing to customer retention
- With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
- With Product and Design by sharing customer product feedback and discussing feature requests
- Learn: Continuously learn about new features and product improvements, maintaining SME knowledge
- Participate in team huddles to share new product learnings
- Spot trends and proactively identify areas for team/process/product improvements
What You’ll Bring to the Team
- 1 year experience in a B2B customer-facing role
- Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra
- Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage.
- Curious with great detective skills - problem-solving really gets you excited!
- Tech savvy, a strong understanding and a thirst to learn new technologies and tools
- Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role
- Excellent written and verbal communication skills with attention to detail
- SaaS software industry experience is a nice-to-have
- Strong organizational skills, calendar management and prioritization are areas you're comfortable in!
- Ability to multitask and context switch with ease
Where You’ll Work
- Loopio is based in Canada with hub regions around the world. Right now, our employees (or Loopers, as we call ourselves!) live and work in Toronto, Vancouver, London, and Gujarat.
- Loopio is a remote-first workplace because we recognize the advantages of working flexibly. Our India Hub employees live and work remotely around Gujarat and Maharashtra.
- You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) and have established core sync hours and focus time during the workday to enable us to work smarter together. Additionally, we encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why You’ll Love Working at Loopio
- Your manager supports your development by providing ongoing feedback and regular 1-on-1s
- You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
- You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
- You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up!
- Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
- You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment.
- We have Employee Resource Groups, fun virtual activities, and many more moments for us to have fun and learn together!
- You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!
