The Role
- this position is open to South Africa applicants only
Overview: A Support Specialist is intended to keep customers and partners happy and paying by providing them with exceptional support and service, driving adoption by helping customers realize value and achieve outcomes using our solutions.
A Support Specialist’s primary goal is to ensure customers have their product questions answered and technical issues addressed in a timely manner, working to provide solutions for their continued, long-term success as customers. We quantify a customer's success by the ongoing renewal of their Products. Therefore, the Support Specialist's efforts contribute to the overall happiness of the customer which leads to renewal and achieving recurring revenue goals at TopCo (SiteDocs, GoCanvas and Device Magic products).
Your Key Initiatives:
Customer Happiness
-
Responds to, manages, and resolves Zendesk support tickets and emails.
-
Responds to, manages, and resolves phone calls that come through the support line and any other incoming or outgoing calls related to providing customer support.
-
Teaches customers how to use TopCo Products (SiteDocs, GoCanvas & Device Magic) and how to achieve ongoing success.
-
Addresses and finds solutions for customer product issues.
-
Collects product feedback from customers and documents in Trello.
-
Tracks activities and conversations with precision and efficiency in CRM.
-
Provides assistance and support to other members of the CE Team, when needed.
-
Provides timely and successful delivery of solutions according to customer needs.
-
Form building and ensuring form building due dates are met.
Revenue Generation and Renewal
-
Identifies, recommends and executes upsells, professional services, and tier increases when applicable.
-
Ensures customers have a good experience to increase potential of renewal.
General
-
Provides suggestions on potential ways to improve the Help Centre, Walk-Through Guides, processes, procedures, checklists, and other documentation.
-
Executes on special projects given by Leadership.
-
Contributes to a culture of team building and continuous improvement.
-
Attends regular meetings and other meetings as requested.
-
Assists the Sr. Support Specialist Team as necessary.
What You Bring:
-
Proven customer support experience (or other relevant experience).
-
Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
-
Experience using iPads, tablets, smartphones, and device applications is a plus.
-
An aptitude for problem solving.
-
Proficiency in using (or the ability to quickly learn) software programs.
-
You ask clear and concise questions to get to the root of the customer’s issue or concern and can effectively solve a problem while identifying and uncovering additional needs.
-
You are able to listen to an upset customer, not get emotional yourself, and turn the event into a relationship building experience.
-
You don’t mind having your day interrupted with phone calls from customers or conversations with teammates.
-
You are a great on-the-spot problem-solver but are humble enough to admit when you don’t know the answer, but will find out.
-
You care about people - their feelings, motivators, and unique situations - and creatively seek to find ways to go “over and above” the bare minimum to make their lives easier and bring delight.
-
You work with speed and accuracy.
-
You are enthusiastic and optimistic and know how to turn lemons into lemonade!
-
You are detail-oriented and can follow-through with processes and steps to completion
Further Information:
The above statements are intended to describe the general nature and level of work being performed by the position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All staff may be required to perform duties outside of their normal responsibilities from time to time. Furthermore, the Content Specialist role is a flexible role that could evolve into other responsibilities, as SiteDocs continues to grow.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!
If you need special assistance or an accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
This role is a #LI-Remote opportunity
So, What’s GoCanvas?
GoCanvas changes the way people work by helping businesses unlock critical operational and customer insights to achieve speed, efficiency, and growth. The fastest-growing construction, field services, and logistics companies trust us to prepare them for every possibility and maximize their growth. With GoCanvas, organizations save money, keep their teams connected, and get real-time business insights that power their growth.
Our recent achievements as an organization include The 2020 Golden Bridge Award for Company Rethinking of the Year, and being named by Deloitte as one of the “Fast 500 Technology Companies” in 2017, 2018, and 2019 for tremendous company growth, Gold for “Fastest Growing Company” and Silver for the “Best Places to Work”, and last but definitely not least as one of the Best Places to Work in 2019 by Inc Magazine, The Washingtonian, and The Washington Business Journal!
jqblT2Ovc5
