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Customer Support Specialist

Vancouver, BC | Full Time
4 Days Ago

Job Description

ReCollect was founded in 2012 and serves hundreds of municipalities and waste companies across Canada, the United States, and the United Kingdom.

At ReCollect, we care a great deal about making the planet more sustainable, improving public services, and growing a company that effects change and is fun to work for. Our products allow solid waste departments and companies to engage with recyclers in order to reduce contamination and increase participation in recycling programs.

Routeware is the industry leader in providing SAAS software solutions, integrated technologies including RFID, AI, video, hardware/software, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations achieve a digital transformation that saves time and money, increases efficiency, improves safety, and helps to make our world a greener place.

Based in Portland, Oregon, the company is PE-backed and employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one solution to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

Our Values:

• Intellectual Curiosity - We nurture skills, knowledge, and creativity.

• Emotional Intelligence - We are personable, positive, and caring — and we don’t take ourselves too seriously.

• Customer Focus - We advocate for our customers.

• Team Commitment - We take ownership, play well with others, and are reliable.

• Solution and Action Orientation - We approach solutions proactively, collaboratively, and thoroughly.

POSITION OVERVIEW:

As a Customer Support Specialist, you'll be responsible for providing technical support to our customers, with the goal of maintaining a high level of customer satisfaction. You will be configuring customer systems to suit their needs. You will be interpreting queries to serve up solutions, sometimes in the form of sending articles or videos that answer their question. You will be troubleshooting reported issues, and reporting any advanced issues to our Development team. You'll use some of the latest technologies, and interact with departments across the company.

You'll have great peers to work with - folks who will understand the challenges we face and will help you grow and become an expert in our products. Our team is geographically distributed and has many, many years of telecommute experience and working on highly productive teams.

The right person for this job will have experience working with technology in a support role, and are looking to continue this path, as well as a desire for growth. We have and will continue to offer growth opportunities from this role, into roles like a Customer Success Manager, Data Engineer, Support Engineer, or on our product team.

Ideally, you'll have experience working on an entirely distributed team. You'll understand how to keep yourself productive, happy, and healthy while working from home. Most importantly, we want you to be bright and fun. We also want you to care about a greener planet, happy citizens, and more efficient processes in the waste industry.

RESPONSIBILITIES:

  • Ensuring our customers feel heard and supported
  • Managing a queue of customer support issues through Freshdesk and Trello
  • Responding to inquiries and solving reported technical issues within your capabilities
  • Configuration of our tools while onboarding new and existing customers
  • Providing guidance and assistance to our customers with creating Mobile Development Accounts with Apple and Google
  • Keeping internal documentation up to date
  • Working collaboratively with the Customer Success, Product Management, and Development teams
  • Recommending improvements to processes, customer-facing documentation, and product - where it will help customers self-serve better
  • Tasks outside of your typical responsibilities when needed

QUALIFICATIONS:

  • Exceptional verbal and written communication skills
  • Tech-savvy and creative problem-solving skills
  • Aptitude to explain technical information in “real-world” terms to non-technical customers and end-users
  • Able to learn quickly, multi-task, and manage your time efficiently
  • 1 years of experience working in a Customer Support environment, preferably in a Software-as-a-Service (Saas) business
  • Experience with basic data formats like Excel, CSV, and JSON

BENEFITS:

  • Comprehensive benefits (medical, vision, dental, and life insurance)
  • Paid Time Off
  • Company holidays

This is a full-time, remote role based anywhere in Canada.

Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Skills for Customer Support Specialist

The job skills required for Customer Support Specialist include Customer Support, Troubleshooting, Problem Solving, Technical Support, Products and Services,and Customer Success etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Customer Support Specialist

The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Technical Customer Support Team Leader that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.

How to Become a Customer Support Specialist

If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Customer Support Specialist

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Step 2 Knowing the best tips for becoming a Customer Support Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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