Technical Support Representative

Full time, permanent

We are Guild Software Inc, a fast-growing Dartmouth-based company that offers a cloud-based member management solution to our incredible clients. We have recently upgraded to a beautiful new modern office on Lake Banook, and our talented team of professionals has doubled over the past year. We are currently seeking a highly motivated, outgoing individual to join our team as an Technical Support Representative. Our ideal candidate will be an excellent communicator, possess a friendly, patient demeanour and have a passion for building and maintaining relationships.

Role and Responsibilities

  • Responde to customer support requests via Freshdesk, or by phone.

  • Listen well to customer's issues and provide clear instruction to answer questions or walk through technical situations

  • Understand our product inside and out in order to provide the absolute best solutions

  • Assist in product testing in new releases

  • Uphold Guild's high standards of customer service and integrity at all times

  • Work with our software engineering team to report software bugs and follow up on resolutions while keeping customers informed of progress

  • Identify frequently reported questions or issues so we can address with permanent solutions

Requirements

  • Experience in customer service or technical assistance role

  • Ability to communicate clearly via phone or email with exceptional professionalism

  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level

  • Ability to think critically to solve issues quickly

  • A patient personality is crucial as some customers you will be assisting may be challenged when using technology

  • Excellent listening, negotiation and presentation abilities

  • Strong verbal and written communication skills

  • Experience with AMS or CRM software is considered an asset.

What we offer:

  • Group Benefits Plan

  • Modern office with lake access - Bring your kayak!

  • Flexible work hours - We understand you have prior commitments!

  • Weather Swap Policy - If it’s going to rain on the weekend and you want to take advantage of some Vitamin D, go for it!

  • Every day is a casual day - We want you to be comfortable!

  • Work from home opportunities

  • Free onsite parking

  • The office lounge opens at 3 PM every Friday. Come hang out!

Job Types: Full-time, Permanent
Salary: $40,000.00-$50,000.00 per year

Apply here