Technical Support Agent

, null, ca
Company: Vanilla
Published on 2021-03-18 18:31:07
Vanilla helps organizations build unique online communities that are used by millions of people each month. What we do makes the internet more diverse, more useful and more fun. We’re looking for passionate, hard working people who want to help us reinvent community forum software.We are looking for a motivated Technical Support Agent to join our global Customer Support team and help us improve our issue resolution workflow and efficiency. As a Support Agent, your primary responsibility is to be a great communicator. Members of the Support team are Vanilla’s first point of contact for customers when they reach out for help. You’ll need to work effectively with several internal teams to identify and triage these issues, and then communicate solutions or status updates to the customer. We’re looking for self-sufficient candidates that will be excited to tackle new tasks, communicate with clients, and improve workflows while working independently. If you have curiosity about software and an interest in navigating technical issues, this position will reward you with fresh challenges and a need to think criticallyAs a 2nd Shift Agent, you’ll be covering business hours for Pacific/Mountain clients, 12:00 pm to 8:00 pm Eastern Time, Monday to Friday. During your training, we’ll want to work closely with you to make sure you have the support you need to excel - so you’ll need to be available during Eastern Time business hours. As soon as you’re feeling confident, you’ll switch over to the 2nd shift. This position reports to the Head of Support and is open to remote candidates across Canada.

Your main responsibilities will include:

  • Provide support via email, phone, forum and ticketing system to customers on a daily basis.
  • Work with R&D to solve complex cases.
  • Contribute to product documentation and FAQs.
  • Help continuously improve the support process and support success metrics.
  • Work outside of normal business hours to meet deadlines and support customers in other time zones.
  • Your Critical Skills & Experience:

  • Strong troubleshooting skills with an interest in technical, and thorough resolutions.
  • Good prioritization and time management skills.
  • Excellent written communication skills.
  • Experience with client facing calls and chat. 
  • Friendly and patient demeanor when helping clients through issues.
  • Vanilla Forums Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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