indeed
Customer Support Associate
Orah
Toronto, CAN
Full-time
Director
Onsite
CAD 50,000 per year
Discovered 3 weeks ago
Customer supportHelp-desk queue managementIssue investigationAccount configurationUser permissionsIntegrations
Free
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Customer supportHelp-desk queue managementIssue investigation
Role Overview
Customer Support Associate supporting schools primarily across the United States and Canada.
The role combines customer support with increased onboarding work during peak implementation periods, especially August through October.
The position reports to the Head of Customer Success and works closely with the Support Lead.
Key Skills for This Role
Customer supportHelp-desk queue managementIssue investigationAccount configurationUser permissionsIntegrations
Full Job Posting
About the role
Customer Support Associate supporting schools primarily across the United States and Canada.
The role combines customer support with increased onboarding work during peak implementation periods, especially August through October.
The position reports to the Head of Customer Success and works closely with the Support Lead.
Location and schedule
- The role is based in the Orah office at 507 King Street East in Toronto.
- The schedule is Monday to Friday, 10:30 a.m. to 6:30 p.m. Eastern Time, with flexibility when needed.
- The position is in office five days per week.
Customer support responsibilities
- Own the help-desk queue from first response through resolution.
- Respond to customer questions clearly, warmly, and efficiently.
- Investigate account setup, permissions, imports, integrations, and product usage issues.
- Escalate technical issues with reproduction steps, context, and expected versus actual behavior.
- Improve response times, resolution quality, customer satisfaction, and help centre documentation.
- Identify support patterns, review AI bot conversations, and reduce routine questions handled by Customer Success Managers.
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