Software Customer Support Representative

We are currently accepting applications for the position of Software Customer Support Representative. Please read the position details below carefully, as only shortlisted candidates will be contacted for further assessment of fit.

The Gist
The position has been created to take care of the daily technical support needs of GBS' customers. This is a focal position in the company: the brand message comes from you to the customers, and you are the voice of the customer in product development.
Other duties, including quality assurance as required, will be based on the successful applicant's skills and attributes.​

Your Position
  • You will be working directly with GBS' customers - our administrators, instructors, and students - to assist most efficiently with their use of the CompTracker system.
  • You will be performing front-line support services via telephone, email, social media, and online chat support during published support hours, following (and improving) the existing support escalation and response procedures and SLA requirements.
  • You will investigate and resolve complex technical problems, perform business analysis, gather requirements, and maintain good customer relations.
  • You will be expected to bring critical issues to the attention of your team lead, the development team, and CEO (as necessary), so immediate action can be executed.
  • You will assign support tickets to other appropriate team members as needed, giving them enough time to respond appropriately.
  • You will create and maintain the Training and Support materials available to clients.  Social media presences around the product(s) will be managed and grown to provide the best service possible to our end users.
  • You will be expected to communicate the needs of the customers to the rest of the team, and request (with basic design) the appropriate enhancements and features to meet their ever-evolving needs of the software according to our guiding principles.
  • You will develop and recommend improvements within the Technical Support/Training departments to address process gaps and/or inefficiencies. This includes managing internal support software tools, and making recommendations for upgrades or new software for the team.
  • You will also provide support to the CEO, Sales, Implementation, and Customer Support teams, as required.

Who You Are
  • You have extensive computer experience, including the in-depth use of multiple mobile device platforms, with a proven capacity for creative problem-solving and critical thinking.
  • You have experience that proves your customer service skills in a technical role.
  • You are able to identify and distinguish the critical priority issues from low priority and assign or address as appropriate.
  • ​You are proficient (advanced) in all Microsoft Office suite applications.
  • You are a proven self-starter, with a strong work ethic and proven capacity to self-teach & learn.
  • You are analytical, pay close attention to detail, and have a track record of strong professional (verbal and written) communication.
  • You have impeccable grammar and spelling skills.
  • You have a proven ability to communicate complex issues in simple and brief terms, for the customer's benefit and understanding.
  • You will work from your home office, and must have the proven qualities to work within a remote team.
  • If you have a reliable personal computer, it is considered an asset for this position.
  • You absolutely must have a fast and reliable internet connection.
  • You may join the team as a full-time contract or employment position.
  • You will receive training of CompTracker software and internal processes / policies if selected as the successful candidate.
  • You are a Canadian citizen with a driver's license and working vehicle, and a valid Passport for international travel.

Perks & Quirks
  • Employees have access to a comprehensive benefits package.
  • Vacation policies are unlimited after 2 years.
  • Working hours are flexible, as long as core hours are covered and tasks are regularly completed.
  • GBS supports ongoing learning/education initiatives, and personal health, for all team members.
  • See our Code of Honour for the operation standard of the team - we may work remotely but this is how s*** gets done.
Apply Now!
Please ensure that you include cross-references of your personal experience to all qualifications in your cover letter, including examples.
We are looking forward to welcoming YOU to the team!