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Technical Support Specialist

Checkfront is seeking self-motivated Client 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 other time zones. Checkfront encourages a work-life balance, aligning staff with goals that are mutually beneficial.

Qualities We Look For

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

Responsibilities

  • 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.

Requirements

  • Excellent command of the English language.
  • Advanced troubleshooting and problem-solving skills.
  • Positive customer-focused attitude.
  • Fast typing capability and other time management skills.

Bonus Points For

  • 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.

Applying for a remote role requires a quiet closed-door office, high-speed internet and an unshared desktop / laptop with current OS.

Why Join Us

We're an ambitious bunch, with our eyes laser-focused on our product and customers. You'll be surrounded by talented team members who share a common vision for what an amazing workplace should be, and have the opportunity to help shape how we build a world-class software company right here in downtown beautiful Victoria BC.

How To Apply

If you think you can lift our team to the next level, send your resume and cover letter to hr@checkfront.com.

Please include a list of any relevant projects / applications / websites / jobs you have contributed to, and what your role was.

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