Customer Support Specialist (Canada)

We are at the forefront of innovation, leveraging AI to revolutionize the merchant experience. As a Technical Support Specialist, you will play a crucial role in this journey by assisting merchants with AI-driven solutions and contributing to the development of our cutting-edge tools. Your expertise will help us build and refine our knowledge base, influencing the direction of our AI-powered tools to ensure they meet the evolving needs of our merchants. By joining our team, you will be part of a dynamic environment where technology and customer service converge, driving excellence in every interaction.

In this fast-paced and dynamic environment, the Technical Support Specialist (TSS) is responsible for ensuring our users (merchants, partners, and buyers) receive timely, complete, and engaging solutions to help them succeed in their business. You will be working directly with merchants on live channels, responding to inquiries, and resolving technical issues in real-time.

Our support team is where the action happens, and your skills will be put to the test as you navigate a variety of user types, from end-users to admins and developers. If you thrive in a high-energy environment and are passionate about technology and merchant satisfaction, this role is perfect for you. Join us in shaping the future of merchant support with AI-driven innovation and real-time problem-solving.

Responsibilities

Deliver timely and complete solutions to our merchants via various channels (chat, async messaging, phone), ensuring they receive quality resolutions with the utmost care and attention;
Utilize AI tooling to guide resolution for the merchant, and provide continuous feedback to improve knowledge and tooling.
Handle the most complex issues, providing clear guidance to Merchants via various channels to quickly resolve issues and help them grow their business;
Provide continuous feedback on our help documentation and actively participate in auditing processes, by using, reviewing, and publishing content in a knowledge centered service (KCS) model
Describe complex systems and solutions in simple terms that merchants of all technical abilities can understand
Demonstrate flexibility and adaptability by working on different products and channels based on the needs of our users (merchants, partners, and buyers) and our organization;
Embrace changing roles and responsibilities to provide support where it is most needed;
Stay updated on our evolving AI, product, services, and technology, continuously expanding your expertise to efficiently assist Merchants and recommend new features that can enhance their business
Skills & Qualifications

Curiosity for AI solutions and demonstrated use of AI tools;
Able to troubleshoot complex technical issues independently;
Familiarity with working with, and adapting to new technologies;
Experience in managing relationships with internal or external stakeholders, customers, clients, or other relevant parties. This is not limited to customer service roles;
Able to work flexible hours or shifts as required;
Demonstrated history of curiosity and assertiveness in order to effectively identify the underlying causes of issues and develop creative solutions;
Experience with leading conversations, providing guidance and direction to solve problems and guide Merchants towards appropriate solutions;
Resourceful and creative with the ability to find solutions to complex problems;
Possess strong critical thinking skills to evaluate the accuracy of information and determine if it requires updates or edits;
Proven ability to resolve complex problems efficiently, identifying issues, searching for existing solutions, and documenting new ones as required;
Strong desire to learn and work with AI tools and new technologies;
You are independent and have the ability to take initiative and execute plans quickly with minimal supervision;
Ability to approach problem-solving with creativity and curiosity, seeking unique ways to address challenges while engaging with Merchants;
Demonstrate a genuine passion for learning, waking up each day excited to acquire new knowledge;
Excellent communication skills, both written and verbal english
Experience interacting with customers/merchants from diverse backgrounds, demonstrating cultural sensitivity and awareness of customs, traditions, and communication styles to provide inclusive and personalized support
Job Types: Full-time, Fixed term contract

Pay: Up to $50,000.00 per year

Benefits:

Flexible schedule
Schedule:

Day shift
Monday to Friday
Work Location: Remote