Customer Support Specialist (2pm - 10pm Eastern Time Shift)

Recollective is a cloud-based software company focused on creating a cutting-edge platform for our customers. Our core product is an online, qualitative market research platform used by organizations worldwide to run online communities, focus groups, and more. The platform combines simplicity with a powerful, intuitive interface enabling our customers to use it as a fully customizable do-it-yourself (DIY) solution. In addition to that, Recollective provides a great range of support services to our customers ensuring that each interaction is a positive one.

As a Customer Support Specialist, you are the bridge between platform education and execution. You will interact with customers on a daily basis to provide solutions and resolutions for all questions raised. Your day-to-day could involve a combination of providing technical support, resolving product usage inquires, and conducting platform pre-launch check reviews for customers.

This role is specifically designed to provide support for our global customers. As a Customer Support Specialist working alternative hours, you will be based in Ottawa and expected to fulfill all the normal duties of this role from 2PM - 10PM EDT.

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 get a better understanding of what the job entails to ensure this is the right step forward in your career path.

Key opportunities

  • Work with customers all around the world from across a range of industries in an innovative, leading-edge technology company
  • Be a part of a collaborative company culture with many avenues for career development
  • Opportunity to have a significant impact on organizational growth and success
  • Extensive health benefits, group savings and retirement plan and many extras such as company-sponsored social outings, employer-provided snacks, coffee and more.

Responsibilities

  • Manage and resolve tickets using email, phone, and Zoom through our internal ticketing system (HelpScout).
  • Provide technical support/troubleshooting for customer inquiries, and escalate issues 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
  • Collaborate closely with Recollective's engineering team and document customer experiences and feedback.
  • Occasionally update the platform’s knowledge base and create written content as needed.

Qualifications

  • Excellent command of the English language, both in written and spoken communication.
  • Ability to empathize with the customer and provide an exceptional support experience.
  • Must be comfortable speaking to customers over the phone, email, and on video calls while demonstrating professionalism in all situations
  • Proven track record of prioritizing and resolving inquiries in a fast-paced, rapidly changing environment.
  • Ability to be resourceful and finding solutions where there is no clear answer.
  • Committed to continuous learning

Bonus Experience

  • Fluency in multiple languages.
  • Degree or diploma in a research-related field is considered an asset.
  • Knowledge of HTML, JavaScript and CSS considered an asset.

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.