Technical Support Specialist

March 29

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Coconut Software

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Coconut Software is a market leader in providing appointment scheduling, advisor optimization, and lobby management solutions specifically designed for financial institutions such as banks and credit unions. Their platform helps increase operational efficiency and customer experience by ensuring that customers connect with the right experts at the right time. Coconut Software offers a comprehensive suite of features, including video banking, reporting and analytics, and integrations with existing systems, to streamline the services financial institutions provide. Their solutions help drive profits by increasing product sales and improving customer satisfaction and loyalty.

51 - 200 employees

☁️ SaaS

🏦 Banking

💳 Fintech

📋 Description

• Our Technical Support Specialists manage and develop key relationships with our customers as the first point of contact for general and technical support. • The Technical Support Specialist has a deep understanding of customer workflows, processes, and troubleshooting techniques to find successful ways to implement solutions. • This individual is a product expert and has a technical background having worked alongside engineers in the past. • Engaging and customer focused by nature, they drive continued value with our customers as we position Coconut Software as an industry leader. • At the heart of the role, Technical Support Specialists are curious problem solvers who love proactively learning new things and engaging empathetically with customers. • Responds to customer inquiries with tact and humanity via email and phone, and resolves problems with empathy and a sense of urgency. • Takes ownership of solving common technical support problems using Intercom and our other tools, seeing them through to resolution and diving into the why behind problems. • Manages escalations and customer emergencies in collaboration with Support leadership, and participates in on-call emergency rotation. • Diagnoses issues and identifies appropriate solutions to most issues and inquiries. • Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams. • Follows team procedures for escalation of unresolved issues and identification/logging of bugs. • Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with internal teams. • Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency. • Contributes to our customer facing help centre, creating and updating articles in collaboration with Knowledge team members.

🎯 Requirements

• 2-3 years of experience working with customers including enterprise clients • 1+ year of experience working in a SaaS environment. • Understanding of how code works in the context of finding data using SQL, and debugging web applications. You may not be writing web apps, but you can look at code and generally understand what it means. • Strong communication skills, where you love adding personal touches. • High emotional intelligence with exceptional listening skills and customer empathy • Confidence in presenting information to customers. • Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace. • Analytical mindset and strong attention to detail. • Team player and self-driven, always looking to learn and help others. • Strong time management skills, ability to prioritize and successfully manage multiple tasks. • Bonus points for... • Having experience debugging with SQL and Webhooks • If you're bilingual (French) • Having experience with Intercom, Jira, and Data Dog

🏖️ Benefits

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate! • Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1! • Virtual mental health and EAP platform • WealthSimple GRSP & Matching • Annual Wellness Benefit ($1000 per year) • Opportunity to work remote - anywhere in Canada! • Employee Options - everyone shares in our success! • Internet Subsidy on each paycheck • Tiki Bucks Incentive Program - everyone is entitled to earn bonuses! • A People First Company - 4.4 rating on Glassdoor • Recently named "Most Admired Corporate Cultures" and ranked #6 in "Best Workplaces in Canada" in company size category