Customer Support Specialist

December 24, 2024

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Recollective

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Online Communities • SaaS • Qualitative Research • MROC • Marketing Research

51 - 200 employees

☁️ SaaS

Description

• Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform. • Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required. • Assist customers in achieving successful outcomes with Recollective through project reviews, tailored guidance, and project implementation. • Provide discrete in-app support during live research sessions for customers. • Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed. • Lead the implementation of customer services to ensure projects are delivered to the highest standard and customized to meet each customer’s unique needs. • Manage the project schedule, scope and effort ensuring projects are completed on time and to the customer’s satisfaction. • Document customer experiences and formal feedback. • Support and collaborate with Recollective's product and sales teams. • Invest in further growth and development with a continuous learning mindset. • Contribute to a growing collection of Recollective platform knowledge and training resources. • Take on other special projects that spark your interest and advance the company.

Requirements

• A minimum of 2 years of experience working in an implementation or professional customer-facing role. • Experience in market research-related field would be an asset. • University or College degree or diploma in any discipline. • Education in a market research-related field would be an asset. • Excellent written and oral communications skills, with a demonstrated ability to build and establish relationships with experienced professionals across all departments. • Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately. • Excellent coordination, project management, and organizational skills; able to drive multiple projects at once. • Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done. • Proficiency in English is a requirement for this role. Preference will be given to candidates who are also fluent in Spanish or French. • Advanced computer literacy and experience with cloud-based office software such as Google Office Suite or MS Office. • Knowledge of CRM systems (Salesforce) is a strong advantage. • Ability to empathize with the customer and provide an exceptional support experience. • Self-starter with a customer-obsessed mindset that is able to work independently, effectively and is committed to customer satisfaction and continuous learning. • Experience leading live video and screen sharing sessions is an asset.