Technical Customer Support

Job Description:

  • Become a NuORDER expert and understand the web and iPad app
  • Troubleshoot app issues or bugs raised by clients or internally
  • Review integration logs and validate associated data to resolve ingestion issues
  • Provide guidance on application features and configuration
  • Test and replicate client-reported issues
  • Deliver high-quality customer service to Brands & Retailers using the NuORDER by Lightspeed B2B platform
  • Interact professionally with VIP customer clients
  • Manage high-volume customer tickets via email, chat, and phone
  • Collaborate to achieve the best customer outcomes
  • Help improve team processes through team-wide project work
  • Contribute to wider organizational objectives
  • Meet customer satisfaction and platform/team competency goals

Requirements:

  • 2+ years experience in an analytic, customer service or SaaS/technology-related role
  • Experience in either B2B or SaaS product support
  • Understanding of B2B eCommerce, wholesale retailing, and merchandising principles is a plus
  • BA/BS or equivalent experience
  • Ability to analyze and manipulate data in Excel
  • Understanding of data integration principles, including API/FTP
  • Passion for customer service and technology
  • Ability to manage a high volume of incoming customer tickets via email, chat, and phone support channels
  • Superior communication skills
  • Technology expertise
  • Ability to work in a fast-paced, dynamic environment

Benefits:

  • A flexible work environment
  • Flexible paid time off and remote work policies
  • Equity options
  • Contributions to your pension plan
  • Training opportunities
  • Health and wellness credit
  • Time off to volunteer
  • Interest groups, employee led networks, social committees to sponsored sports teams
  • Computer purchase program to get your personal Macbook
  • Enhanced parental leave
  • Medical, dental, wellness, life and disability insurance
  • RRSP plan and match
  • Paid parental leave top-up
  • Continuous learning opportunities
  • Global mobility
  • Benefits designed to support employees
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