Technical Support Specialist

PartnerStack

  • Canada
  • Permanent
  • Full-time
  • 27 days ago
About PartnerStackAt PartnerStack, we're passionate about software and the partnership space - and we're not afraid to shake things up!Our mission is to change how the world sells software by creating partnerships that unlock growth. We're an ecosystem platform with the world's largest B2B partnerships network, with over 500+ companies using PartnerStack to generate and sustain revenue.Transforming the industry requires the right people. We'd love to meet you if you're interested in making partnerships and ecosystems a game-changer in the software industry! We're a high-impact and cross-team collaboration culture, empowering our teams to achieve success together.Ready to be a part of our team? Apply nowAbout you and the roleAs a T1 Support Agent, you will be an integral part of the PartnerStack Customer Success team. You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users. You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation.You are resourceful, independent, and good-natured with strong communication and customer support skills. You are a born problem solver, a driven learner and lead with empathy. You thrive when presented with something new to investigate and love finding solutions.What you'll do
  • Interact directly with our customers and their partners via email (Zendesk)
  • Troubleshoot technical issues and brainstorm solutions to address customers' needs
  • Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
  • Delight our customers with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
  • Investigate and escalate bugs to our T2 technical team
  • Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
  • Communicate effectively with internal stakeholders to advocate for customers needs
  • Maintain help centre and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
  • Be resourceful and self-self driven to accomplish your tasks
  • Be a reliable team player working in a shared queue
You're a great candidate if you have...
  • 2+ years of software support experience, preferably in a startup capacity
  • Outstanding customer service and written communication skills
  • Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
  • Proven internal communication skills in small and large teams
  • Have an understanding of internet technologies (APIs, HTTP, REST, etc)
  • Have experience with Zendesk and Jira, or another support ticketing system
  • Familiarity with querying information from an SQL database
  • A strong desire to learn, and a penchant for troubleshooting
  • A passion for documenting information that will benefit your team, and customers
  • Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company
Why you'll love working herePartnerStack is a fast-growing startup revolutionizing how SaaS companies go to market and scale revenue with partnerships. Beyond challenging the status quo and innovating great products, we aim to build a kickass company.We set every team member up for success so they can feel energized about their work, be passionate about excellence, and have room to learn every day. That means you can experiment with creative tactics, have the freedom to fail and bounce back stronger - and make a career of a lifetime.Perks of working at PartnerStack
  • A digital-first environment, so you can do your best work anywhere in Canada
  • A MacBook shipped to you and a budget for peripherals of your choice
  • Flexible working hours (in coordination with your team)
  • Flexibility to work abroad for up to 8 weeks at a time
  • Regular social events, even while working remotely
  • Annual peripheral refresh
  • Competitive salary and opportunities for promotion
  • High-quality health insurance, active from your first day
  • HSA and Wellness Accounts
  • Generous vacation and time off plan
  • Employee Stock Option Plan for everyone (ESOP)
  • RRSP with an employer matching component
Our HQAlthough we're digital-first, that doesn't mean you can't do your best work with us at our downtown office in Toronto - if you want.Our office space (20 Victoria Street, Toronto, ON) is open to all employees. Whether you join us in person or virtually, we're committed to ensuring every new employee has a great onboarding experience and feels part of a tight-knit team.Diversity, Equity, and InclusionWe are committed to equal employment opportunity regardless of race, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, marital status, ablebodiedness or gender identity.PartnerStack celebrates what makes every member of our team unique and strives to create a safe and inclusive workplace where everyone can be their truest selves. If you require any accommodations to succeed in your role and feel supported in the workplace, please feel free to let us know. We are more than happy to accommodate all.

PartnerStack