Customer Support Specialist

Description

Position Overview   

STACK is committed to providing exceptional customer service, and we are looking for a Customer Support Specialist to join our team. This role will own the first level of technical support through chat, email and phone calls, working closely with Account Managers and Trainers to stay informed about potential issues. 

The primary responsibility of the Customer Support Specialist is to quickly and accurately resolve customer technical issues, track cases, and identify recurring challenges. You will also communicate potential product issues with the team, escalate challenges, and document customer feedback. 

We’re seeking a team member who is patient, knowledgeable in browsers and operating systems, eager to learn, and has strong communication skills in both English and French. A customer-first, detail-oriented, and trustworthy approach is essential. 

Must reside in the Pacific Time Zone to align with the required working hours of 9am-6pm PST. 

Qualifications

Essential Performance Responsibilities and Expectations   

• Collaborate with the STACK Training, Account Management, and Product teams to resolve customer issues  
• Own Customer Support processes and documentation requirements  
• Maintain calm and creative problem-solving skills in helping assist customers with technical needs via phone, email and Intercom chat  
• Maintain SLA on customer issue resolution  
• Reply and resolve inbound customer support requests  
• Analyze and report product issues  
• Determine, review criticality and prioritize issue resolution  
• Guide clients to use self-help resources  
• Stay up to date with new STACK product features and launches  
• Stay informed on our customers’ business challenges/issues, industry trends and competitive intel  
• Assist with implementation and ownership of Bug/Issues Tracking  
• Coordinate with Product on resolving customer issues  
• Collaborate with Product team on upcoming releases   

Required Experience, Knowledge and Characteristic Attributes   

Must have demonstrated experience, knowledge and characteristic attributes in the following:   

• Bachelor’s degree or equivalent professional experience 
• Bilingual in English and French, with strong written and verbal communication skills in both languages 
• 1-3 years of experience in technical or software application support is a plus 
• Experience in providing customer support through chat and phone with a positive attitude in a fast-paced environment 
• Knowledge of browsers, operating systems, and troubleshooting techniques 
• Ability to quickly resolve technical issues and track customer cases 
• Familiarity with both Windows and macOS is a plus 
• Mathematical skillset is a plus 
• Ability to work within the Pacific Time Zone (9am-6pm PST)