Technical Support Specialist - Jobs in Victoria, BC

Job Description

Shift is headquartered on the unceded Coast Salish territory and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and play on this beautiful land. We’re looking to build our team within North America. You will have the option to work 100% remotely within Canada from the place that makes you the happiest and the most productive.Shift, a Redbrick portfolio company, is the browser for work, built to help customers optimize their workflows, and collaborate, with focus, and purpose. We believe that managing it all, and getting work done should be simple and intuitive. We are changing the way work gets done, and building an exceptional team is our top priority. We support your goals and accomplishments and are invested in your future. In line with putting your health and safety first, we have made working in the office fully optional. Most of our team enjoys a blend of home and office. In-office time brings many perks, however, we also place an emphasis on planning events and fun that all can enjoy.“The exciting, innovative, and collaborative culture at Shift is matched with brilliant, dedicated people who truly enjoy working together to solve problems and achieve big goals. There are endless opportunities to learn, and you really feel like you are having a meaningful impact each and every day.” —Dylan, ShiftShift is a small team of 17 people and looking to expand its Customer Support team!As a Technical Support Specialist at Shift, you’ll have turbo-charged technical skills, apply critical thinking for the best solutions, and work with a fantastic team of people. The ideal candidate for this role is a forward thinker who is always looking to test new issues and ideas and isnt afraid to push the boundaries. You take ownership of the support ticket queue and do what’s necessary to keep response times low while keeping response quality high. You have an uncanny ability to read between the lines to interpret the customers meaning and anticipate what the customer might ask next. You are detail-oriented and take pride in providing an excellent customer service experience in every interaction. You’ll play an active role in helping to improve operational efficiency while maintaining excellent, personalized customer service.What does a day look like in my roleWe get it: You want to know what you’re signing up for before you apply, right Here’s a breakdown of your day-to-day a little further:Customer Support:

• Owning the support ticket queue, and being a subject-matter expert on how Shift works
• Solving problems through testing, critical analysis, and questioning
• Communicating with and educating customers primarily through email interaction
• Responding to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution
• Providing appropriate ticket follow-up, including creating bug tickets and feature requests
• Maintaining an excellent working knowledge of outstanding bugs and technical limitations to quickly and accurately identify customer issues - you’ll need to really channel your inner librarian!
• Ensuring external and internal customer inquiries are responded to within established timeframes, and support service levels are achieved
• Monitoring the ticket queue inflow, reviewing and prioritizing tickets, and communicating with the team when extra help is needed
• Resolving customers’ support tickets primarily through email and live chat, with occasional screen-sharing calls
• Interpreting what the customer means and answering each ticket with professionalism, empathy, and positivity

Support Operations:

• Providing feedback on the quality and efficiency of support interactions and support tools and being proactive in recommending changes for improvement
• Assist with building and refining service delivery standards and support processes
• Working closely with the Customer Success Manager and team to identify trends and new issues, ensuring support documentation and Knowledge Base articles are kept up to date
• Maintaining professional and technical knowledge through regular interactions with quality assurance and development team members, reviewing and updating documentation, and participating meaningfully in team meetings
• Contributing to quarterly team objectives - you help think of initiatives, then take ownership of the ones you’re most passionate about working on

What we would like to see in you:Every Shift-er has three things in common: We’re curious, hungry, and good-humoured. We try our best to balance hard work with good, old-fashioned fun. As a Technical Support Specialist, these are extra superpowers we’re on the lookout for:

• 1-2 years of experience in customer support or product environment, interacting directly with customers, and testing use cases and technical issues
• You’re inherently customer-focused. You believe the customer is almost always right and will go the extra mile to ensure customers consistently have an amazing experience
• Detail-oriented and tech-savvy
• Impeccable grammar, and punctuation, with the ability to craft a detailed, well-thought-out email answering questions with clarity and accuracy
• Accountable and dependable with a team-oriented mindset
• Experience with Google products, Slack, Jira, Asana, and helpdesk software such as Happyfox or Zendesk is a bonus
• More bonus points if you have a Bachelors degree in business, communication, computer science, or related technology field
• SaaS experience is a bonus

Interview processHere’s what you can expect:

• Have your first interview with our people team, to gain an understanding of your career goals.

• A short writing skills assessment (3 questions, should take no longer than a half hour for you to complete)!

• Have your second interview with the hiring manager and team. This is where we’ll get to know even more about you, and you’ll get an opportunity to learn about your future manager and team.

• Potential for a third and final interview with HR and senior management. We really want to get to know each other better. It’s an opportunity for you to further assess if this opportunity is right for you!

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