ePly
  • Full Time
  • Immediately
  • 250 - 1122 Mainland St, Vancouver, BC V6B 5L1
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SaaS product support at an awesome company!

Software Technical Support Analyst

MemberClicks empowers member-based organizations to thrive through shockingly refreshing technology and a heart for service. That’s our mission statement, and we hire people who live and breathe it.

Right now, we're looking for that rare individual who is technically in-the-know and an excellent communicator to join our team as a Product Expert.  This role will be responsible for supporting our Oasis AMS, Atlas AMS, and ePly products and customers, learning each on a rotational basis.

You will be a key player in establishing and maintaining customer expectations, providing assistance for our products, and providing feedback and input for product enhancements. You must love speaking with people, trouble-shooting and problem-solving. Equally, you must have the ability to listen and respond in a professional, approachable manner. Your role is vital to the success of our organization on a daily basis. Although Product Experts are not developers, a solid understanding of technology, HTML, CSS, and SQL will certainly assist you in this role.

Major Responsibilities/Activities:

  • Providing front line support through multiple channels including phone, chat, and tickets from our customer service system (Zendesk)
  • Troubleshooting various technical issues while assisting customers in the effective use of our products
  • Proactively work to prevent future customer issues through attention to detail when working on current issues
  • Communicate with genuine empathy and a sense of urgency
  • Gain and demonstrate ongoing process and product knowledge
  • Be the liaison for customers on any new product offerings and updates
  • Ability to defuse escalated customers and create appropriate resolutions for their issues
  • Escalate customer issues to appropriate team (when necessary) with a clear handoff; providing sufficient details while communicating to internal and external stakeholders
  • Maintain company standards for quality and customer satisfaction
  • Consistently providing a shockinglyrefreshing experience
  • Other related tasks as assigned

Technical / Soft Skills:

  • Internet/web browsing savvy
  • Foundational understanding of HTML, CSS, and SQL
  • Relational database concepts
  • Experience with credit card processing a plus
  • Experience with email and hosting services a plus
  • Experience with DNS a plus
  • Well organized and flexible
  • Pleasant phone presence and effective written communicator
  • Ability to maintain a professional and positive attitude in all situations
  • Ability to convey complex technical issues in everyday language
  • Ability to overcome obstacles and proceed with a positive outlook
  • Affinity for process improvements

Job Requirements:

  • 6 months of relevant business experience
  • Above average customer service skills
  • Above average multitasking skills
  • Superior communication and people skills
  • Ability to receive feedback and make appropriate adjustments
  • Ability to self-manage and coordinate multiple ongoing tasks
  • Ability to take ownership of tasks and adhere to deadlines
  • Ability to follow attendance policy and adhere to set schedule
  • Desire and willingness to learn every day
  • Previous SaaS experience (preferred)

Finally, consider the following:

  • If your idea of a fun job is starched shirts and cubicles, this may not be the job for you.
  • Do you value working in a fun, innovative and casual professional environment?
  • Do you want to work with exceptionally smart and talented individuals and have the opportunity to play a critical role in building a successful business?

We offer a competitive salary and bonus structure along with great medical benefits, RRSP (with matching!), free gym membership, and a flat out great environment to work. 

Visit https://www.eply.com to learn more about ePly.