Support Specialist I (Ecommerce)

TL;DR

Support Specialist I (Ecommerce): Providing technical assistance and customer service for a flagship product with retail and ecom elements, with an accent on consistent troubleshooting and accurate documentation. Focus on identifying and resolving customer issues promptly while liaising with team leaders to enhance customer experiences.

Location: Hybrid in Montreal, Quebec, Canada

Company

hirify.global is a dual-listed commerce platform company founded in Montréal, Canada in 2005, providing cloud solutions for retail, hospitality, and golf businesses in over 100 countries.

What you will do

• Provide excellent technical support and customer service to customers.
• Use consistent troubleshooting techniques to identify and resolve customer issues.
• Document and track customer issues and resolutions.
• Follow escalation procedures as required.
• Liaise with team leaders to handle day-to-day situations and create better customer experiences.

Requirements

• 1-2 years of customer service experience.
• Fluency in English and French.
• Proficiency in Windows, Mac OS X & iOS, computer hardware, and basic networking.
• Ability to handle multiple tasks, including incoming telephone calls, emails, and chats.
• Proven troubleshooting skills and mindset.
• Fast learner capable of self-learning in a constantly changing environment.

Nice to have

• Experience or knowledge of the Hospitality industry.
• Computer hardware and networking experience or interest.
• Experience supporting SaaS products.
• Working knowledge of Mac OS X and iOS.
• Technical problem-solving experience or interest.

Culture & Benefits

• Flexible work environment and remote work policies.
• Equity options and contributions to your pension plan.
• Training opportunities and health & wellness credit.
• Time off to volunteer and give back to the community.
• Interest groups, employee-led networks, social committees, and sponsored sports teams.
• Computer purchase program to get your personal Macbook.
• Enhanced parental leave to support growing families.