The Value Builder System Looking for Customer Support Specialist at Toronto, ON Full Time

At The Value Builder System™, our goal is to change the world for the better. Today, small business owners work their entire lives only to earn pennies on the dollar when they sell their business. Our mission is to make a positive difference for one million small business owners by the year 2030.

Could this be you?

What You’ll Do: (Job Description)

We’re looking for a Customer Support Specialist who will work closely with the Customer Success and Product team.

Your day-to-day responsibilities include:

• Support desk master and chief – our support desk is the hub of the Customer Success Team. You will own the inbound support email and phone line requests as they come in and will need to be able to troubleshoot tech issues, platform training requests, account/licensing questions, and various other support-related requests. The support desk will be your primary responsibility.
  • Reproducing, analyzing, and troubleshooting requests and issues submitted internally or by customers. Identifying any bugs, enhancements, or user errors. Triaging and documenting, and ensuring the issue is resolved in a timely manner.
  • You will help advocate on behalf of customers by participating in product prioritization and release meetings.
  • Communicating and managing expectations of customers.
• Identify ways to improve service – as front-line support, you will often start to see themes to inquiries and tech issues. You will use your problem-solving skills to identify these themes and pro-actively and more efficiently support our customer’s success.
  • In addition, you can identify activities and processes that could be streamlined while maintaining or improving our customer success.
• Internal Marketing Administration – you will execute customer outbound communications and external communications for the Customer Success department. This can include creating webinar invite email templates, social media updates, setting up webinars in GoToWebinar, managing nurture cycle content, publishing within the Advisor portal, and in-app announcements.
• IT/Tech Support – Day-to-day support and troubleshooting of internal-facing software and hardware. Ensure the issue is resolved by tech team in a timely manner.
• Quality Assurance (QA) testing – Carry out product acceptance testing as part of Software Development Lifecycle under the direction of dedicated Quality Assurance team members.
  • Assist with the effort to develop, refine, and extend test plans.
  • Perform manual testing on desktop, mobile, and web applications.
  • Log defects and track them proactively and follow them through to closure.
  • Assist with Test Estimations and Sprint Planning effort

Is This You? (What we’re looking for):

• You love process and administration – you can easily execute on any administrative task you are handed and enjoy the feeling of helping others complete the administrative side of their projects.
• You are technically minded – you are familiar with most internet browsers, understand basic coding (can inspect embed coding on websites for example) and can investigate and solve basic technical issues without outside support.
• You’re a clear and concise communicator – you provide instructions in such a way that no customer is left confused.
• You are customer-centric – if nothing gives you greater joy than making customers feel like they are getting a world-class customer experience, then this role was made for you.

• You’re a juggler. There are always multiple priorities in this role, so being able to prioritize, plan, and not get distracted is essential.
• You are a self-starter. You will watch YouTube vids, read the Help sections, and proactively figure out how to troubleshoot whatever you’re having trouble with. You’re a learner.
• You’re good at puzzles and Where’s Waldo. You see things others don’t. Your attention to detail and critical thinking skills helps you solve any puzzle put in front of you.
• Ready to hang your hat. You’re looking for a place that will grow you as a professional. You want a team of people you can be loyal to. You want to feel fulfilled by your work.
• You’re gritty. You’ve got the drive and discipline to do the work. You’re not expecting a clock-in-clock-out job.

• You are interested in growth. You want to be part of a fast-growing company and in a role where your opinion counts in shaping your success.
• You love technology. You follow the latest tech news and maybe have worked for other SaaS companies in the past.
• You love a good process. There’s a saying that success is 1% idea and 99% execution, and that’s true for this role. This is a “doing” job, and you are detail-oriented and can establish processes to contribute to your success.

Tactical Skills:

• Experience – you have a minimum of 1-year customer service or administrative experience and bonus if you have experience in a SaaS-based company or small company.
• Technology– required – Outlook, Zendesk & Jira (or similar ticket tracking /task tracking software), Salesforce (or similar CRM) and basic HTML knowledge.
  • Nice to have – Hubspot, GoToWebinar, and Mailgun
• QA & Testing technical experience would be an asset but not required.

Do You Believe What We Believe? (Our Values)

• We believe in having a growth mindset, tackling challenges with our glass-three-quarters-full attitude.
• We believe in doing the important things first.
• We believe in being professional. We own up to mistakes. We’re allergic to people who make excuses.
• We believe that opinions are cheap. We’re metrics people. Data is the raw material of true insight.

Why You’ll Love It Here (3 Reasons to Join)