Customer Support Specialist I

Join our team as a Customer Support Specialist I!

This role is fully remote but the candidate must live in Vancouver, British Columbia, Canada. This role requires working hours to be between 10:00 AM - 6:00 PM Pacific Time

Skilljar is seeking a Customer Support Specialist I (aka Product Support Specialist) to join our growing Support team in Vancouver, Canada, through our Employer of Record, Remote. This group helps our customers address and mitigate issues within the Skilljar platform. As part of a growing team, you’ll have an outstanding opportunity to work across many abilities while having an impact on our customer's experience!

We’re looking for a conscientious self-starter who enjoys wearing multiple hats and thrives in a dynamic environment. You must be forward-thinking and highly collaborative with a love for problem-solving. This is an excellent opportunity to join a growing startup.

What You'll Do:

• Serve as a contact for customer-facing support and technical requests
• Own product-related inquiries through to resolution
• Demonstrate your product knowledge and customer service skills to provide guidance and solutions to help enable the success of our customers
• Maintain a high level of customer satisfaction to increase customer retention and drive expansion
• Support our Customer Success team with technical configuration and integration set up as needed
• Tackle technical issues in partnership with Services and Support Engineers
• Partner with our content creation team members and contribute on the creation of customer and internal-facing help documentation
• Help the business build and update processes as needed
• Collect customer product requests and drive agile prioritization through Skilljar’s development process
• Other Duties and Responsibilities As assigned.

What You'll Bring:

• At least 1 year of experience in a customer-facing support role supporting a technical product, required.
• Ability to multi-task and effectively prioritize incoming customer requests (queue management experience required)
• Effective verbal and written communication skills with a passion for client service
• A highly collaborative teammate who works well in remote environments
• Outstanding interpersonal skills with a broad range of external and internal teams
• Highly self-directed and comfortable in a fast-paced environment with ambiguous and constantly evolving requirements.
• Experience working with HTML, CSS, and Javascript is highly preferred

Skilljar Base Pay Philosophy:

We collaborate with Remote to promote salary range transparency throughout the hiring process. This helps us not only meet regulatory requirements, but also prioritize pay equity and diversity, equity, inclusion, and belonging (DEIB) during recruitment. The base salary mentioned below is just one aspect of the comprehensive rewards package for this position.

Base Salary Range: CAD $46,000-$56,850

The salary range for this position will be determined based on factors such as experience, education, relevant abilities, and internal equity.

Benefits

• Health Coverage
• Flexible Time Off & Paid Holidays
• Tech Reimbursement
• 401k Plan

About Remote, Employer of Record

Remote is addressing the primary obstacle faced by international remote organizations: ensuring compliant employment regardless of location. Their services enable businesses of all sizes to build a diverse workforce by managing global payroll, benefits, taxes, and compliance. To learn more about Remote's solution, click here. Their team comprises exceptional individuals from various corners of the globe and is supported by top-tier investors.

The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Founded in Seattle, Skilljar is now a fully distributed company.

Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.

#LI-Remote
Req ID: FY22H1-078C
Global Level: 10
Job Level: P1
Non-Exempt