Technical Support Representative

About the role

As a Technical Support Representative at Bamboohr, you will play a crucial role in ensuring that our clients receive exceptional support for our financial technology solutions. Your primary responsibility will be to assist customers in troubleshooting issues, providing guidance on product features, and ensuring a seamless user experience. You will collaborate closely with various teams to resolve technical challenges and contribute to the continuous improvement of our services. This position is ideal for individuals who are passionate about technology and customer service, and who thrive in a fast-paced environment.

Key facts

What you'll do

• Provide first-line technical support to clients via phone, email, and chat, ensuring timely and effective resolution of inquiries.
• Troubleshoot and diagnose technical issues related to Bamboohr's software products, documenting all interactions and solutions in our support ticketing system.
• Collaborate with the engineering and product teams to escalate complex issues and provide feedback on product performance and user experience.
• Conduct product demonstrations and training sessions for clients to enhance their understanding of our solutions and maximize their usage.
• Maintain up-to-date knowledge of Bamboohr's products, industry trends, and best practices to provide informed support.
• Assist in the creation and maintenance of support documentation, including FAQs, user guides, and troubleshooting manuals.
• Monitor and analyze support metrics to identify areas for improvement and contribute to the development of support processes.
• Participate in regular team meetings to discuss ongoing projects, share insights, and contribute to a collaborative team environment.
• Engage with customers to gather feedback on their experience and suggest enhancements to our products and services.
• Ensure compliance with company policies and procedures while delivering exceptional customer service.
• Actively contribute to a positive team culture by sharing knowledge and supporting your colleagues.
• Stay informed about new features and updates to Bamboohr's products to provide accurate and timely support to clients.

Requirements

• A minimum of 2 years of experience in a technical support or customer service role, preferably within the technology or financial services industry.
• Strong problem-solving skills with the ability to think critically and troubleshoot technical issues effectively.
• Excellent verbal and written communication skills, with a focus on delivering clear and concise information to clients.
• Proficiency in using support ticketing systems and customer relationship management (CRM) software.
• Familiarity with financial technology concepts and products is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• A customer-centric mindset with a passion for helping clients succeed.
• Willingness to learn and adapt to new technologies and processes.

Nice to have

• Experience with software development or programming languages is a plus.
• Knowledge of cloud computing and SaaS (Software as a Service) models.
• Previous experience in a role that involved training or educating clients on technical products.
• Familiarity with data analysis tools and techniques.
• Bilingual abilities in English and another language are advantageous.

Skills & tools

• Technical troubleshooting and problem-solving
• Customer relationship management (CRM) software
• Support ticketing systems
• Communication and interpersonal skills
• Time management and organizational skills

Practical notes

This position is based in Vancouver, British Columbia, and is a full-time role. Candidates should have valid work authorization to work in Canada. The salary for this position is competitive and will be determined based on the candidate's experience and qualifications. Bamboohr is committed to fostering an inclusive workplace and encourages applications from individuals of diverse backgrounds.

If you are passionate about technology and enjoy helping others, we invite you to apply for the Technical Support Representative position at Bamboohr. Join our team and contribute to transforming the financial technology landscape while providing exceptional service to our clients.