Implementation Consultant (Alternative Hours)

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 an Implementation Consultant, you’re the key to help ensure that each customer gets the most out of the Recollective platform by providing them a range of different solutions. Your day-to-day could involve a combination of providing technical support, resolving product usage inquires, conducting platform education and managing projects offered to our clients through our additional services.

This role is specifically designed to help provide customer support for those in different timezones. As an Implementation Consultant working alternative hours, you will be based in Ottawa and expected to fulfill all the normal duties of this role but to a non-standard shift pattern of:

  • 6AM - 2PM Eastern Time
  • 2PM - 10PM Eastern Time

If you’re up for the challenge and enjoy working in a dynamic, self-driven environment, we encourage you to take the first step and apply to 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.

As part of our commitment to a safe working environment during the COVID-19 pandemic, Recollective currently has openings for full-time Implementation Consultants working remotely from home. The head office is currently relocating from Gatineau, QC to downtown Ottawa, Ontario during the Fall of 2020.

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.


  • Provide support/troubleshooting for customer inquiries, and escalate issues to appropriate internal teams as required.
  • Manage and resolve tickets using email, phone, and Zoom through our internal ticketing system (HelpScout).
  • Project management for our add-on services that provide extra support for programming and launching online research projects.
  • Implementing multiple, concurrent projects where you provide expert research and platform guidance to customers.
  • Collaborate closely with Recollective's engineering team and document customer experiences and feedback.
  • Help maintain and update the platform's knowledge base and training resources.


  • Outstanding project management and customer support skills with a strong attention to detail
  • Strong reading, writing and communication skills.
  • Ability to empathize with the customer and provide an exceptional 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, multi-tasking, and resolving inquiries in a fast-paced, rapidly changing environment.
  • Ability to be resourceful and finding solutions where there is no clear answer.
  • Self-starter that is able to work independently, effectively, and 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.