Tech Support Specialist - Jobs in Toronto, ON

Job Description

Beanworks by Quadient (“Beanworks”) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We were recently acquired by Quadient, a global company who help simplify the connection between people and what matters. As we scale, our powerful and growing Bean Team needs you!We are looking for a Tech Support Specialist to join this exciting team as we continue to grow and deliver quality and innovative products to our customers! One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.As the front line of our support team, you maintain a first response time within SLA, answer all phone enquiries and assist our Customer Success Managers and our customers with basic troubleshooting and system updates. You create documentation and make the most of our support software.This position should be based on the East Coast (of North America), ideally near Markham, ON, but you will work predominantly remotely.What Youll Do:

• Respond to incoming support requests and phone inquiries from customers in a timely manner
• Monitor the different inbound queues and suggest solutions supported by help centre articles
• Perform in-depth troubleshooting in customer environments while assisting customers with system errors and installing system updates
• Have impromptu screen-share meetings to reproduce and troubleshoot technical issues
• Investigate and take all steps to resolve technical support issues, only escalating when needed
• Filter customer requests that need to be escalated, and ensure that those highly technical issues are escalated to our Engineering team
• Communicate and transfer information in a precise and concise manner
• Use our internal tools to do system configuration and back-end data changes
• Assist in the fast processing of back-end changes
• Create canned answers, support articles, tutorial videos, and walk throughs for our customer Knowledge Base
• Tag and track incoming requests

Who You Are:

• You are tech savvy with strong analytical, problem solving skills
• You have exceptional customer service and communication skills
• Ability to understand new technologies quickly is essential
• You have at least 1 year working for a customer support in a technical environment
• Technical knowledge of Windows operating systems
• Excellent communication skills
• Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
• Ability to handle pressure and stressful situations with the goal of customer satisfaction.
• Critical thinking; ability to troubleshoot and resolve complex situations
• Good interpersonal skills and customer-focused mindset
• Able to translate technical info into customer facing content
• Ability to adapt, adjust to changing priorities and cope effectively with change

Bonus if you have:

• Experience with API, data transfer structures.
• Experience with Accounting softwares such as Sage 100, Quickbooks
• Experience in troubleshooting complex server and firewall scenarios
• Basic HTML skills

Why BeanworksAt Beanworks, everyone’s work matters and our team is encouraged to take complete ownership of their jobs. People who join the BeanTeam are smart, driven and keen to solve problems with a team of like-minded individuals. To be a Bean means you are not satisfied by just meeting a target, but you strive to exceed it. We take time to celebrate our wins together because we succeed or fail as a team. Working together to achieve our goals is the way of our working life! We don’t claim to have all the answers, so all Beans are empowered to challenge the status quo in order to best support the company vision.If taking on these challenges and working with awesome people excites you, and you resonate with the values of ownership, team based success, striving to exceed expectations and have the courage to challenge the status quo, then you may just be a Bean.You can see what it’s like to work at Beanworks here , or read about the benefits below:

• Remote working arrangements; work from anywhere in the world
• If you want an office to visit, we have an amazing Downtown Vancouver location, 2 mins from Yaletown Skytrain
• Amazing office amenities equipped with snacks, drinks, games (Nintendo switch, VR, ping pong table), and an on-site gym
• We have excellent extended health and dental benefits for yourself and your family
• You may contribute to a Retirement Savings Plan, with employer matching contributions
• We are family friendly and offer flexibility
• We’re champions of diversity and welcome beans of all shapes, sizes and backgrounds
• We have regular team get-togethers, parties, and believe in celebrating our wins and having fun

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