Customer Support Specialist

Background

Recollective Inc. is a global software company that builds and supports Recollective, a cloud-based business insight platform. Recollective serves the rapidly growing online market research industry and is used by hundreds of organizations worldwide to run online communities, focus groups and more.

The Recollective platform combines an easy to use and intuitive interface with a suite of powerful research functionalities. Our customers use Recollective as a fully customizable do-it-yourself (DIY) solution or implement it with the support of our growing network of global service partners.

In addition to software, Recollective Inc. offers an extensive range of technical support and project services to our customers, delivered in-house by a highly skilled Customer Services team.

Customer Support Specialist Role

As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers.

You will interact with customers each day by email, phone or live video session to provide technical support. That might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs.

If you love problem solving and want to work in a dynamic, fast-paced environment, we invite you to take the first step in applying for this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn more about the job to ensure this is the right step forward in your career path.

Key opportunities

  • Collaborative company culture with long tenures and low turnover
  • Work with innovative leading-edge technology
  • Opportunity to have a significant impact on organizational growth and success
  • Many opportunities for internal career progression
  • Extensive health benefits, company RSP and many extras such as company-sponsored social outings and more
  • Join us at our brand new office, fully refurbished in downtown Ottawa

Responsibilities

  • 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
  • Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
  • Provide discrete in-app support during live research sessions for customers
  • Document customer experiences and formal feedback
  • Support and collaborate with Recollective's product and sales teams
  • Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed

Requirements

  • University or College degree or diploma in any discipline (although technical or science-based qualifications are preferred)
  • Written and spoken fluency in English language is essential
  • Candidates must be able to demonstrate a minimum of 2 years experience working in a professional customer-facing or technical support role
  • Ability to empathize with the customer and provide an exceptional support experience.
  • Experience leading live video and screen sharing sessions
  • Self-starter that is able to work independently, effectively and committed to continuous learning

Preferred Experience

  • Fluency in multiple languages, with preference given to candidates with fluency in Spanish or French

Apply now

Qualified applicants are invited to submit a resume with a cover letter outlining how your skills and experience meet the above requirements.

Applications for this position are accepted via LinkedIn.