As a Support Solutions I team member, you will be the first point of contact (FPOC) for clients and partners seeking assistance with the iQmetrix suite of products. This Level I support role is critical in delivering exceptional customer service, resolving issues efficiently, and ensuring a seamless support experience.
You’ll work within our Support Solutions and Client Enablement teams, managing cases through Salesforce CRM and contributing to our mission of providing fast, reliable, and knowledgeable support. This will require ongoing skills development with new and existing products within the iQmetrix ecosystem. This a temporary full time position.
Location Preferred: Regina, SK
Key Responsibilities
- Front-Line Support: Serve as the primary point of contact for live support channels, including phone and chat. This includes delivering real-time support to clients as their issues occur and managing multiple issues at once.
- Client Case Management: Provide timely and effective support, training, troubleshooting, and investigation of client-reported issues. Managing cases within the Salesforce CRM.
- Escalation Handling: Identify and escalate product defects or complex issues to Level II Support or Product Development teams as needed.
- Providing appropriate information and replication steps to ensure efficient resolution of issues or incidents.
- Documentation & Knowledge Management: Create and maintain internal and external documentation, including runbooks and support guides, ensuring consistency and clarity.
- Incident Response: Participate in incident communication and coordination, including updates via Status Page and managing parent/child case relationships.
- Salesforce CRM Case Management: Triage, prioritize, and manage support cases using Salesforce Service Cloud, identifying trends and ensuring timely resolution. Ensuring we are meeting specific SLA requirements.
- Cross-Team Collaboration: Work closely with DevOps and other technical teams to resolve issues and improve support processes.
- Client Communication: Engage directly with clients to gather information, troubleshoot issues, and facilitate faster resolution times.
- On-Call Support: Participate in scheduled on-call rotations to provide after-hours support coverage and statutory holiday coverage as needed.
- Product Expertise: Maintain subject matter expertise (SME) across the iQmetrix suite of products to deliver knowledgeable and confident support.
- Participating in the Strategic Process: Ensure active participation in the
- Strategic Process of the Team. This includes Team Tactical meetings, 1 on 1 and Strategic planning as it pertains to the Support Solutions Team.
Qualifications
- Strong communication and interpersonal skills (adaptability, attention to the detail).
- Experience in customer support or technical support roles
- Familiarity with Salesforce CRM or similar case management systems (POS systems, Slack, Microsoft skills)
- Ability to troubleshoot and investigate technical issues
- Comfortable working in a fast-paced, collaborative environment
- Willingness to participate in on-call rotations
- Knowledge of iQmetrix products is an asset (training provided)
- Demonstrated aptitude for analyzing complex issues and implementing effective solutions in a timely manner.
- Adaptability and resilience when faced with new challenges and evolving client needs.
- Attention to detail and the ability to spot irregularities in specific flows or processes
Skills Required
- Strong communication and interpersonal skills
- Experience in customer support or technical support roles
- Familiarity with Salesforce CRM or similar case management systems
- Ability to troubleshoot and investigate technical issues
- Comfortable working in a fast-paced environment
- Willingness to participate in on-call rotations
- Demonstrated aptitude for analyzing complex issues
What We Do
About Chrysalis Chrysalis is a meta-company operating in the SaaS space, with the mission to create technology that elevates the human experience. We do this by nurturing the companies that grow organically within the Chrysalis ecosystem, and by acquiring like-minded businesses that complement our mission. Chrysalis, its teams, and its companies develop software solutions that enable people to create memorable and valuable moments where the digital meets the personal. We embrace a vision of a world in which people bring their whole selves to whatever they do and engage creatively and constructively to the benefit of all. Current companies within the Chrysalis ecosystem include: iQmetrix, North America’s leading provider of retail management solutions for the telecom sector; Ready, an award-winning contactless menu and payment app for the hospitality and events industries; Cova, North America’s leading provider of retail management solutions for the cannabis vertical; and Shiftlab, a scalable, performance-based, AI-driven workforce scheduling platform designed for retail organizations. Chrysalis is a privately held company headquartered in Vancouver, British Columbia, with four additional offices across North America.
