Checkfront is seeking self-motivated Support Specialists to support our popular cloud-based booking and e-commerce application. We are headquartered out of Victoria BC, Canada, and although our search is focussed on local candidates, we will consider talented individuals in Nova Scotia for a remote position on our 24/7 Support team. Checkfront encourages a work-life balance, aligning staff with goals that are mutually beneficial.
Our Support Specialists are required to respond to customer requests by email, live chat and phone. Preferred candidates for this position will demonstrate excellent written and verbal communication skills, good technical knowledge of SaaS environments with past technical support experience, and be people-friendly. Ideal candidates will also demonstrate their ability to work well under pressure and their superior time management skills with attention to established customer response times. You are relentlessly driven, self-motivated and goal-oriented You don’t wait for someone to hand things to you – you create it, start it, do it You know that opportunity is often disguised as hard work You are empathetic and quickly able to establish rapport in a variety of settings *You are professional and ethical at all times
Respond to email cases, phone calls and live chats in our help-desk ticketing system to assist customers with a broad range of product questions and needs. Troubleshoot configurations and provide working solutions in a timely fashion. Escalate issues to senior technical staff as necessary, and respond to the customer when escalation resolutions are available. Present live coaching/demo calls in a webinar environment. *Where time is available, perform other various assigned tasks, such as document creation, customer training, process improvement etc.
Excellent command of the English language. Advanced troubleshooting and problem-solving skills. Positive customer-focused attitude. Fast typing capability and other time management skills.
Experience using SaaS tools including, but not limited to: Desk, Google Apps, Olark, JIRA Proficiency in WordPress, Joomla, and other CMS integrations such as Squarespace, Wix etc. Exposure to payment gateways (Paypal, Stripe, Authorize.net, etc) an asset. Help desk experience (Desk.com, Zendesk etc) valuable but not essential. Understanding of HTML, CSS and exposure to programming languages. Familiarity with the hotel/tour/rental industry. *Fluency in other languages an asset.
All interested applicatants are invited to apply via the career page on our website at https://www.checkfront.com/careers