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Customer Support (Americas) - Jobs in Quebec City, QC

Slite
Job LocationQuebec City, QC
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

We are looking our next Customer Support Sliter to help us transition from a full all-hands support framework to a dedicated support team with a supplemental all-hands support in the onboarding. This will allow us to better refine the all-hands support process and add specialisation within our team. We currently use Intercom to support our users, and everyone in the company has been involved, so far. Come join us and see what a customer-driven company is all about .Whats my missionAs the 3rd customer support hire, youll help us craft an amazing user experience. You will focus on:

  • Providing outstanding service to our users & helping them hit their goals.
You really enjoy helping people and want to grow your skills in support!
  • Decreasing first response time over business hours.
  • Creating and enriching our self-serve educational materials
    • Were looking for an education specialist who:
      • has some experience teaching
      • gets satisfaction out of organizing information well
      • can write technical concepts simply
  • Requesting and tagging feedback from users - and collaborating with our product team to keep our users at the center of what were building (in Harvestr.)
  • File and escalate bug reports when things go wrong, to ensure a fast resolution (in Linear.)
  • Qualify potential sales opportunities - and route them to the Sales folks (via Intercom.)
  • Evangelize remote and asynchronous work. You need to enjoy it and have a passion for helping others do it right.
Who will I be working withYou will be working with Brieuc (head of Sales and CE), Alexandria (Support lead), Mathieu (Support in Europe), Iria (Sales), and Anouk (Head of Customer Success).What do I need1 year of experience in Customer Support.
  • more importantly, youre tech savvy
  • and maybe you have a nerdy hobby youd like to tell us about.
You enjoy hopping on a Video call, or recording a "Loom" video, to get to the bottom of tough issues, when the occasion calls for it.
  • no incoming phone support
  • no live chat
Eagerness to learn the ins and outs of the software youre supporting.Resourcefulness; even if you dont know the answer, you can find it.
  • "let me google that for you as a service"
Youre passionate about productivity tools, in general, and helping people document and structure their teams knowledge, in particular.Outstanding written and verbal communication skills, with a passion for teaching.Attention to detail and empathy, youll use these to build relationships with our users and your teammates.With your consultative approach, you can also think about the big picture, and ask the right questions to gain insights that will help us understand what our users want.Pro-active mindset, and a curious nature to always improve and find better ways of doing things.Enthusiastic to develop your career in support with a product-driven SaaS company.Located in the east coast of the Americas.Bonus: experience working or studying remotely or asynchronously, experience in content creation (blog, video, help articles), etc.Disclaimer: Before applying, please, read carefully the follow information and check out the different setups depending on your location.
  • Hiring process FAQ
  • Contractual Agreements, benefits and perks
Our Benefits & PerksCompetitive salary and equity.35 days PTO + Public Holidays.Buy any book policy.Remote setup: at-home setup + co-working or coffeeshop, your pick. Slite covers your expenses.We go on team Off-Slites every 4 months.Macbook: a new laptop for a new job.Diversity of talents, opinions and backgrounds does matter to us. We are actively working at diversifying our team, that’s one of the reason we chose to be remote and create a writing tool that is used in diverse locations and by a lot of different users. If you don’t match the people on the team picture, please do not hesitate to apply or contact us!Quick Apply
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