User Support Specialist at Loopio
Toronto, CA
Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to Master their craft. We attract and retain people who are naturally Curious, have Grit and are eager to grow and build their careers. At Loopio, we genuinely Support each other, because true success comes from working as #oneteam. We root for each other’s success and always remember to take time to celebrate, have fun, and Get Loopi!
 
About the Role:
 
Are you passionate about solving problems, learning something new everyday, connecting with and helping customers? If so, we’d love to hear from you!
 
We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team. Reporting to  the Director of Support, our Support Specialists take ownership for troubleshooting and resolving reported issues in a timely fashion, providing best in class customer service creating a customer for life. Our customers always know we have their back!
 
This role supports the PST time zone. The core working hours will be 12:00 pm - 9:00 pm EST.
 
What You'll Be Doing
 
Support:
Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
Reproduce issues, review logs and write SQL as need to debug issues
Deliver viable workarounds and solutions to help customers meet deadlines
Empower:
Create and maintain help center resources to aid customers in self-service
Document internal learnings assisting other support team members in solving tickets
Partner:
With the wider Customer Experience team delivering value and contributing to customer retention
With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
With Product and Design by sharing customer product feedback and discussing feature requests
Learn:
Continuously learn about new features and product improvements, maintaining SME knowledge
Participate in team huddles to share new product learnings
Spot trends and proactively identify areas for team/process/product improvements

What You'll Bring to the Team

    • The ability to help and support others, “Got Your Back” is our team mantra
    • Curious with great detective skills
    • Tech savvy, experience with SQL, Log files (Loggly, DataDog), web applications
    • Previous exposure with support tools (Zendesk, Jira)
    • Excellent written and verbal communication skills
    • Strong organizational skills
    • 2 years experience in a customer facing role at a SaaS software company 

Why You'll Love Working at Loopio

    • You’ll have tons of autonomy and responsibility; we have a results-driven environment
    • You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth 
    • You’ll have a piece of the pie; every Loopio employee participates in our stock option plan
    • You’ll participate in a health and benefits plan that kicks in on day one
    • The career growth opportunities are endless at a successful, high-growth company
    • You’ll be a part of Deloitte's Technology Fast 50 list 2019 and the Fast 500 list 2019