Technical Support Specialist

The Role, Technical Support Specialist
-This position is based in Canada with 9am- 5pm PST. working hours
 

SiteDocs, a GoCanvas company, is one of the fastest growing SaaS companies in its space and is listed by Gartner owned 'Capterra Software Review' site as the highest rated EHS Software on the planet. We are the leading provider of paperless safety management, and we pride ourselves in creating innovative products that raise the standards of excellence in safety across multiple industries (think: construction and manufacturing, just to name a couple of our hot industries today). 

SiteDocs is looking for a creative, passionate and client-focused Technical Support Specialist to join our Customer Support team to assist supporting our SiteDocs product. You will be reporting to the Manager of Customer Support, your mission will be to support potential and existing subscribers via chat, phone and/or email, from resolving technical issues to changing passwords and answering questions about our product’s features.

This is an incredibly meaningful role at SiteDocs as you not only help accelerate our customers’ time to value deploying SiteDocs apps on our platform, but you also serve as a brand ambassador and impact on our subscribers’ overall satisfaction.

Learn more about our product below!

https://www.sitedocs.com/

Your Most Important Initiatives:

• Work with clients via chat, phone and/or email for technical issues
• Forge collaborative working relationships with internal teams such as product, development, customer success, and professional services
• Provide clear and constructive product feedback to product management based on customer requirements
• Help to document best practices in developing and deploying GoCanvas
• Stay informed and knowledgeable regarding our new operating system (iOS and Android) releases
• Document found issues and steps to reproduce
• Review crash reports from mobile applications
• Investigate issues reported by customers
• Develop and execute automated/manual test procedures

What Success Looks Like:

• Responding to new support cases across all channels within set SLA hours
• Working with our Customer Success team to help maintain a high NPS score
• Resolve all cases within 72 hours
• Working with the GoCanvas Community manager to help produce technical content

What You Bring:

• A passion for customer satisfaction
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
• The technical ability to quickly learn a product
•  Strong communication skills to convey complex technical information to our clients. 
• A confident and engaging personality that shines over the phone
• Ability to exercise your empathy muscle when dealing with clients of varying technical aptitudes
• Self-motivation to not only become an individual leader but a team player ready to establish GoCanvas as a globally dominant force (hint: a strong work ethic will take you far!)
• Highly effective written and verbal communication skills
• Ability to work independently, manage workload effectively and stay focused under pressure
• Ability and Cleverness in troubleshooting technical issues at a high level to determine the appropriate path to resolution
• Good research and software testing skills
• Knowledge of mobile applications
• 1 + years of relevant work experience in a customer service-oriented environment or a genuine interest in getting into the tech field

Why Work for SiteDocs?

• A competitive salary
• Fun and supportive team atmosphere 
• Room to grow; there is a career path at SiteDocs
• Remote work option
• Access to the best technology & sales enablement available

We have offices around the world including in the United States, Canada and Australia! We are fully remote work friendly!

We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work.

While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!

If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. 

We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas in the US, Canada and South Africa. 

This role is a #LI-Remote opportunity.