Customer Support Specialist

In your role you will:

• Provide outstanding customer service by assisting customers with their inquiries and questions.
• Provide general information about Trolley’ products and services.
• Deliver a world-class customer experience to our customers.
• Build strong relationships with our customers.
• Guide and educate customers utilizing various self-help options and articles.
• Collaborate with CSM and engineering teams and other internal stakeholders to help customers resolve issues they are facing.
• Listen carefully to customers and ask the right questions to recommend the best possible solution.
• Show empathy and adopt a positive attitude that will reassure customers and provide a high level of satisfaction.

About you:

• Minimum of 2-3 years experience in a Customer Support/Service, or an Account Management role.
• Outstanding command of the English Language - written and spoken. You will be able to articulate with superb customer communication skills, both over the phone, in chat, and via email.
• Experience in working with SaaS business/enterprise applications.
• Experience in working within SLA’s and in achieving tight KPIs.
• Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment.
• Experience using a support CRM system, such as Salesforce, Intercom (Salesforce experience is an asset).
• Comfortable with Google Apps (Gmail, docs, calendars, sheets).
• Confident and proactive team player. You will also be self-motivated and able to think on your feet when dealing with customers.
• Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
• You are passionate about software and online apps.
• You are a proven collaborator and team player who can easily liaise with different levels and departments both externally with customers and within Trolley.
• Most importantly, you care about solving our customer problems for them.
• Available for shift work.

Interested? What we offer:

• Competitive salary and meaningful equity.
• Join an amazing team of diverse people working together on a common mission.
• Extended Healthcare benefits
• 4 weeks paid vacation per year + public holidays.
• Pension Plan.
• Gym Membership allowance.
• 1/2 day Fridays during summer.
• Choice of the tools you need to do your best.