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Salary: CAD 57,300 - 66,600 / annual
Greenhouse is seeking a Technical Support Specialist to join their customer-facing support team. In this role, you will serve as a first point of contact for technical support communications via email, live chat, and video support channels. You'll diagnose and resolve customer issues with Greenhouse's recruiting platform suite, escalate complex problems as needed, and work collaboratively with Customer Success, Product, and Engineering teams to ensure customer satisfaction and gather product feedback.
Key responsibilities include:
- Managing technical support communications across email, chat, and video channels
- Troubleshooting and resolving customer issues with the Greenhouse Suite products
- Escalating issues appropriately to ensure timely resolution
- Continuously expanding product and technical knowledge through training and hands-on experience
- Providing recommendations for product and process improvements
- Supporting additional projects as business needs require
You'll be part of a team known for delivering exceptional customer support and will have visibility into the product roadmap, allowing you to manage customer expectations and enhance their overall experience with the platform.
Required qualifications:
- 2+ years of customer-facing work experience on both email and live chat channels
- Comfort supporting live video support experiences
- Experience using Zendesk (required)
- SaaS industry experience
- Excellent problem-solving and analytical skills
- Proven ability to persevere when resolving customer requests
- Passion for learning and sharing knowledge with others
- Excellent written and verbal communication skills with ability to convey complex information to both technical and non-technical audiences
- Legal eligibility to work in Canada (no sponsorship available)
Note: The posting encourages applications even if you don't meet 100% of qualifications, valuing unique perspectives and transferable skills.
