Customer Support Specialist I

Role overview

What you'll be doing

• Respond to customer and internal user support tickets in Zendesk and answer phone inquiries.
• Reproduce issues, review logs, and use internal resources to debug problems.
• Deliver workarounds and solutions that help customers meet deadlines.
• Provide clear and high-quality support by email and phone.
• Create and maintain help center resources for customer self-service.
• Document internal learnings and train other support team members.
• Partner with Customer Experience on customer retention and value delivery.
• Escalate software defects to Engineering and share user feedback with Product and Design.
• Learn product improvements, maintain subject matter expertise, and identify team, process, and product improvements.

What you'll bring

• At least one year of experience in a customer-facing role at a SaaS software company.
• Strong desire and passion for helping and supporting others.
• Curiosity, strong detective skills, and enthusiasm for problem-solving.
• Tech savvy and willing to learn new technologies and tools.
• Previous exposure to Zendesk or Jira is nice to have.
• Excellent written and verbal communication skills with attention to detail.
• Strong organizational, calendar management, and prioritization skills.
• Ability to multitask and switch contexts with ease.

Working hours

• Core working hours are 10 a.m. to 6 p.m. Pacific Time or 1 p.m. to 9 p.m. Eastern Time.
• Flexible scheduling may occasionally be required to cover absences, with a day in lieu provided in those instances.

Where you'll work

• Loopio is a remote-first workplace and hires in established regions including British Columbia and Ontario in Canada.
• Employees in British Columbia and Ontario generally work remotely within a 300-kilometre radius of Vancouver or Toronto.
• Flexible coworking locations are available to employees in British Columbia and Ontario.

Benefits and culture

• Employees receive professional development support, health and wellness benefits, and remote-work equipment and subsidies.
• Loopio supports virtual collaboration, asynchronous work, employee resource groups, and team connection activities.