Coconut Software
The leading provider of appointment scheduling and lobby management solutions for financial institutions
Job Description:
Our Technical Support Specialists manage and develop key relationships with our enterprise and mid-market 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.
YOU’RE FIRED UP TO:
- 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 Zendesk 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
- Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with engineers/SRE team
- Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency
- Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams
- Contributes to our customer facing help centre, creating and updating articles as needed
WHAT YOU BRING TO THE TEAM:
- 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 to find data using SQL, and debugging web applications. You may not be writing web apps, but you can look at code and understand what it means
- 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
Bonus points for…
- Having experience debugging with SQL and Webhooks
- If you’re bilingual (French)
- Having experience with Zendesk, Intercom, and Jira