Technical Support Specialist - Jobs in Victoria, BC

Job Description

Redbrick and Leadpages are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.Redbrick and Leadpages are committed to creating a diverse environment where everyone can be their true authentic selves. We value all differences as they are essential for a thriving, happy, and productive workplace. Join us and help build a disruptive company where we are all proud to belong.One thing that our team members say they value most is our fun and truly ‘people-first’ culture. Ours is a place where you’re given the autonomy to do your best work and provided with all the tools and support you need to do so. Here are some of the things our team loves most about working at Redbrick:

• Highly competitive salaryAttractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)
• ‘People-first’ culture that prioritizes fun
• Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)
• Flexibility to work remotely
• State-of-the-art and centrally located offices (Victoria & Minneapolis)
• Remote work fund to create a successful home working setup
• Opportunities to work on interesting products
• High-end hardware and equipment — in the office and at home
• Opportunities to learn and grow through professional development support, funding, and mentorship
• Internal mobility; opportunity to work with various products and teams across the Redbrick portfolio of companies
• Monthly fitness reimbursements to support a healthy and active lifestyle

Redbrick is the parent organization of a portfolio of disruptive digital companies. Headquartered in Victoria, British Columbia, we’ve scaled from a local start-up to a global name in a few short years, conceptualizing new business ideas, acquiring established companies, and growing them to super-scaled profitability — all thanks to the people we hire. 4 portfolio companies and growing 1 amazing shared service team 140+ employeesOne of our four portfolio companies, Leadpages is a platform that makes it easy for entrepreneurs to build no-code websites and landing pages. With built-in lead generation and digital marketing tools, small businesses and entrepreneurs can grow their businesses online by easily generating leads and converting them into customers. Leadpages is 45 people strong and is the newest addition to the Redbrick portfolio. At Leadpages, we live and breathe communication, collaboration and we’re genuinely proud of each others achievements. We treat each other really well, and we love what we do, every day."Leadpages has provided me with the opportunities to pick up new skills and subjects, as well as finding a way for me to integrate previous skills into my current role to be able to contribute even more effectively. Each day is different, and technology is always changing so you are always kept on your toes! I have been lucky enough to work with supportive colleagues all across North America and to work with our users all over the world!" - Jake, Senior Technical Support SpecialistWe are changing the way work gets done, and building an exceptional team is our top priority. We cheerlead your goals and accomplishments and are invested in your future. In line with putting your health and safety first, we provide our team with the freedom and flexibility to work where they work best. Most of our team enjoys a blend of remote and in-office work. In-office time brings many perks, and we also place an emphasis on planning events and fun that all can enjoy.What does a day look like in my roleAs a Technical Support Specialist at Leadpages, you’ll have turbo-charged technical skills, apply critical thinking for the best solutions, and want to work with a fantastic team of people. The ideal candidate for this role is a forward thinker who is always looking to test new ideas and isnt afraid to push the boundaries. Our customers have come to expect that we can solve their issues the first time. We take pride in providing a world-class support experience and are always looking for someone that’s a great fit for our team.The work schedule for this position will be Monday to Friday with a rotating schedule of working one weekend day per month. This weekend day is very flexible as we work with you to decide which day works best based on your personal schedule!We get it: You want to know what you’re signing up for before you apply, right This is what you need to know: As a Technical Support Specialist, you’ll be responsible for:

• Resolving customer support tickets through phone, chat, social media, and email interactions.
• Answering each ticket with empathy and providing app-specific best practices.
• Maintaining professional and technical knowledge by attending in-house workshops, attending product meetings, and reviewing the knowledge base.
• Going above and beyond expectations by not only answering the ticket but anticipating the customer’s future needs.
• Ensuring external and internal customer inquiries are responded to within established timeframes, and technical support service levels are achieved.
• Meeting our key performance indicators (KPIs) of speed, accuracy, and maintaining overall customer satisfaction.
• Leveraging our systems and resources available to go further than you thought possible and be the best teammate you can be.
• Understanding the values and importance of relationships, the success of the customer, and embracing the team aspect.
• Helping to build our knowledge-base of answers to frequently asked questions.

After 1 week you will have:

• Completed your onboarding.
• Met the team and fellow support staff.
• Become familiar with the training process and what it entails.
• Been introduced to our ticketing system and begin working on some with help from your trainer.

After 1 month you will have:

• Successfully completed your first phase of training.
• Entered the apprentice phase of training.
• Become familiar with CS policies and procedures.
• Met other teams and departments within Leadpages and began to make connections.

After 6 months you will have:

• Successfully graduated from training (yay!).
• Effectively worked on tickets/chats/phone calls from customers.
• Started to contribute to the team and knowledge base.
• Started a project within CS to make your own.

What we would like to see in you.Every Redbricker and Leadpager 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 with Leadpages, there are extra specialties we’re on the lookout for:

• Impeccable grammar, and punctuation, with the ability to craft a detailed, well-thought-out email answering technical questions.
• Experience in some (or all) of our technology stack: WordPress, e-mail marketing apps/Email Service Providers (ex. MailChimp, ConstantContact, and AWeber) or CRMs (ex. ZenDesk or Salesforce.com).
• Experience providing live chat and/or phone support.
• Experience in CSS or HTML is helpful, but not required.
• An associate’s degree in computer science or related technology field is helpful.
• 2+ years in a customer service environment.

What nextIf you’re picking up what we’re putting down, applying is easy as 1, 2, 3.

• Apply with your cover letter and a one-page resume.

• Take this opportunity on your cover letter to tell us your story and why you’d be a good fit for our team.

• Be sure to follow us on Facebook, Linkedin, Twitter, and Instagram for all that is happening and Redbrick and Leadpages!

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