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Recollective: Customer Support Specialist


This is a Full-time position in Ottawa, ON posted April 20, 2021.

Recollective is a cloud-based software company focused on creating a cutting-edge platform for our customers.

Our core product is an online, qualitative market research platform used by organizations worldwide to run online communities, focus groups, and more.

The platform combines simplicity with a powerful, intuitive interface enabling our customers to use it as a fully customizable do-it-yourself (DIY) solution.

In addition to that, Recollective provides a great range of support services to our customers ensuring that each interaction is a positive one.As a Customer Support Specialist, you are the bridge between platform education and execution.

You will interact with customers on a daily basis to provide solutions and resolutions for all questions raised.

Your day-to-day could involve a combination of providing technical support, resolving product usage inquires, and conducting platform pre-launch check reviews for customers.If you love problem solving and want to work in a dynamic, fast-paced environment, we invite you to take the first step in applying for this position.

Throughout the hiring process, you’ll have the opportunity to meet our team and get a better understanding of what the job entails to ensure this is the right step forward in your career path.Key opportunitiesWork with customers all around the world from across a range of industries in an innovative, leading-edge technology companyBe a part of a collaborative company culture with many avenues for career developmentOpportunity to have a significant impact on organizational growth and successExtensive health benefits, group savings and retirement plan and many extras such as company-sponsored social outings, employer-provided snacks, coffee and more.ResponsibilitiesManage and resolve tickets using email, phone, and Zoom through our internal ticketing system (HelpScout).Provide technical support/troubleshooting for customer inquiries, and escalate issues to appropriate internal teams as required.Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of RecollectiveProviding in-app support during live Activities if customers experience technical issues.Collaborate closely with Recollective’s engineering team and document customer experiences and feedback.Occasionally update the platform’s knowledge base and create written content as needed.QualificationsExcellent command of the English language, both in written and spoken communication.Ability to empathize with the customer and provide an exceptional support experience.Must be comfortable speaking to customers over the phone, email, and on video calls while demonstrating professionalism in all situationsProven track record of prioritizing and resolving inquiries in a fast-paced, rapidly changing environment.Ability to be resourceful and finding solutions where there is no clear answer.Committed to continuous learningBonus ExperienceFluency in multiple languages.Degree or diploma in a research-related field is considered an asset.Knowledge of HTML, JavaScript and CSS considered an asset.