Software Support Consultant

What we are looking for:

This is an opportunity for someone who’s not only stellar at customer support but wants to be a part of something bigger by putting some entrepreneurial spirit into their work. Our environment is vibrant and collaborative where we foster the personal and professional growth of all our team members.

Our current team members are: 

Remarkable communicators- The face of our company externally, and the voice of our customer internally. They provide accurate responses in a very clear, concise and easy to read manner, by communicating technical details to a non-technical audience they ensure the success of our customers. 

Empathetic- Everyday, we step into our clients’ shoes. By fully embracing our clients’ issues and focusing on their experience, we’re able to provide them with the best possible service and solutions.

Extreme problem solvers- “No” isn’t something you’ll hear if you’re a Wild Apricot customer contacting us. No matter the question, our apricots will embrace it as a welcomed challenge and strive to find a resolution. 

Flexible & adaptable- With a focus on providing the best possible solution for our customers things are constantly evolving. We’re not afraid of change and embrace it fully with a positive look toward the future.

Independant & Collaborative- Think hyper-focused & task oriented, while still contributing to the overall development of the team and the customer experience.

 

Responsibilities:

  • Engage with customers via phone and email to resolve issues and answer questions.
  • Determine the right course of action or escalation path for customer requests/issues.
  • Document and track interaction details, issues, and actionable steps taken.
  • Create and contribute to documentation initiatives including bug-reporting and knowledge-base articles to ensure up-to-date product information is available both internally and to customers via the customer portal.
  • Be the voice of our clients and collaborate with our development, marketing, and product design teams to make the product even better. We want to hear what you and our clients have to say.
  • Help our clients to succeed with our educational content such as webinars, articles and courses on how to run a small membership association, recruit members, manage events and much more
  • Prioritize both time and projects, working independently.


Bonus points if you have:

  • Experience in a software support/customer service role preferred. Experience working for a SaaS company.
  • Technical experience working with web-based software applications.
  • Basic understanding of HTML, CSS and JavaScript .
  • Web design experience.

 

The fine print:

  • Permanent, full-time position
  • Must be available to work an 8 hour shift between the hours of 7am-7pm EST
  • Some occasional weekend off-hours may be needed (with overtime pay)

 

 

What's in it for you?

  • Competitive salary commensurate with your skills and experience
  • Comprehensive benefits program, including health and dental coverage
  • Super cool office across the street from Union station, the PATH (underground mall) and surrounded by amazing restaurants, CN tower and much much more
  • Casual and open office culture - including a casual dress code (yes, you can wear jeans!)
  • Lots of in-office perks, like in-house yoga and our fully stocked kitchen to meet all of your breakfast, lunch and snacking needs

 

CLICK HERE TO APPLY

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