Customer Support Specialist

Full time, permanent

We are expanding! Are you a detail oriented problem solver with a flair for the technical side? Are you good at building relationships and helping people? Are you ready to take the next step in building your career?

If this is you then Guild Software & Electric Playground are looking to have you join our technical support team. We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services and provide them with the best experience possible.

This is not your typical call centre. Guild Software & Electric Playground are young, dynamic companies with opportunities for growth where you will be an integral part of the team. We pride ourselves on providing a casual work place where the focus is on providing the best products & services to our clients.

Role and Responsibilities

  • Respond to in-bound customer queries in a timely and accurate way, via phone, support ticket and email. 

  • Identify customer needs and help customers use specific features. 

  • Document, analyze and report product malfunctions (for example, by testing different scenarios or impersonating users). 

  • Follow up with customers to ensure their issues are resolved. 

  • Basic content changes & updates to client websites. 

  • Update our internal databases with information about technical issues and useful discussions with customers. 

  • Share feature requests and effective workarounds with team members. 

  • Working with our developers, QA testers, account & project managers to meet the needs of our clients.

What you need to succeed

  • Be a team player and willing to help out when and where needed

  • Experience as a Customer Support Specialist or similar CS role 

  • Excellent communication (written & oral) and problem-solving skills

  • Strong attention to detail

  • When applying for the position include the name of your favourite band in your cover letter. 

  • Able to multi-task and keep track of multiple on-going activities.

  • Patience when handling tough cases, able to demonstrate empathy and build rapport.

  • Experience with both Windows & Mac operating systems 

  • Ability to gather and document information from a client on errors and experiences in enough detail to replicate yourself.

What you need to succeed

  • Bi-lingual (French written and spoken) 

  • Familiar with HTML, CSS and Content Management Systems

  • Experience setting up email accounts & troubleshooting email issues over the phone.  

What you will enjoy:

  • Casual work environment

  • Office with a lakeside view

  • 3 weeks paid vacation

  • Competitive salary

  • Benefits package

Job Types: Full-time, Permanent
Salary: $40,000.00-$45,000.00 per year

Apply here