Support Specialist

About the role: 
 
As a Support Specialist, you will be the first line of support for customer queries, helping to solve issues and ensure overall customer satisfaction with Wisedocs. You will work closely with our Customer Success and Operations teams to deliver a seamless user experience.  
 
Your responsibilities will include troubleshooting technical issues, providing customer training, and ensuring customer needs are met effectively. This role is ideal for someone passionate about customer service, naturally inquisitive, and skilled at finding creative solutions. You thrive in a fast-paced environment and are excited by the opportunity to work in a rapidly growing startup.  
 
This is a remote U.S.-based role, with travel to our Toronto office 2-3 times per year for team meetings and training.   

 
Responsibilities: 

• Provide first-level support to customers and internal teams.  

• Run customer-facing calls for configuration, training, and troubleshooting.  

• Manage the customer-facing ticketing inbox in Jira and HubSpot, providing resolutions and escalating issues where needed.  

• Create engaging how-to overviews and resources for new product features.  

• Escalate potential bugs or errors to the development team and communicate with them effectively.  

• Translate new feature functions into user-friendly terminology and train internal and customer teams.  

• Manage customer instance settings and configurations.  

• Document customer interactions and solutions to contribute to our knowledge base.  

• Collaborate with the product team to provide feedback and insights based on customer needs.  

• Troubleshoot issues, diagnose problems, and guide users through step-by-step solutions.   

Qualifications: 

• 2+ years of experience in customer support in a software or technology company. 

• Experience in a customer-facing environment. 

• Experience in a startup environment is an asset. 

• Strong problem-solving and communication skills. 

• Patience and ability to manage stress effectively. 

• Ability to work independently and as part of a team. 

• Experience using ticketing systems such as Jira and Hubspot is nice to have. 

• Bachelor's degree or relevant experience is preferred. 

Join our team and be part of a company committed to making a positive impact on the InsurTech and HealthTech industries. 

*Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.