Job Summary
We are looking for an experienced and results-driven Technical Support Analyst responsible for providing technical support to our customers. This includes dealing with daily customer support requests, ensuring the successful and ongoing launch of our product, enhancing customer satisfaction, and helping them leverage the CareCru platform for maximum impact. You will be the key champion internally for our customers. You will also gain invaluable experience working at a Vancouver tech startup in which you will be involved in many facets of the business. This is a remote position working PST hours.
Reporting to: Manager, Technical Support
Key Responsibilities
- Act as a primary point of contact for customers on the CareCru platform
- Manage customer cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, and in general doing everything possible to provide a speedy resolution
- Aid in the technical set-up of new customer accounts
- Evaluate and analyze customer business objectives and challenges and present a solution
- for customers to become successful with the CareCru platform
- Act as an escalation point for critical customer concerns and mobilize resources/training to
- resolve their issues
- Maintain all aspects of the technical relationship from troubleshooting possible issues, filing, and advocating for enhancements, partnering with product & engineering in preparing for new releases and rollouts, and otherwise participating in the overall maintenance and support of customer accounts
- Educate customers on upcoming product releases and enhancements
- Think outside of the box and provide strategic input for growing our customer base
Qualifications
- 2+ years of customer and/or technical support experience in SaaS company
- Strong communication skills—both written and verbal
- Excellent interpersonal skills and ability to work well in competitive team environments
Preferred candidates will have demonstrated experience in:
- Understanding of dental and the way a dental practice operates and grows
- Supporting SaaS platforms
- Experience with startups, small businesses, and/or the entrepreneurial scene
- Zendesk, HubSpot, and Microsoft Office experience
- Exceptional English speaking and writing proficiency
- Windows 10 operating software
- Basic Server Hardware and Software familiarity, including knowledge on how clients and servers interact in a network, with a general awareness of server functions in the client-server model.
- SQL, HTML, CSS
- Google Analytics and Tag Manager
You want to Talk to us if.....
- You’re thoughtful, empathetic, and naturally extroverted
- You love technology and working in a SaaS business
- You bring enthusiasm, a strong work ethic and a positive attitude
- You are action oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders
- You have a track record of success in building customer relationships at multiple levels of a clients’ organization
- You are comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts
- You are highly ambitious and motivated by disrupting the norm
- You have a sense of humor and take your profession seriously, but not yourself
- You are all about constructive feedback - you can dish it out and you can take it
- You thrive in the frenetic energy of a startup
Perks & Opportunities
- Entry-level Stock options
- Opportunity to work alongside proven leadership with successful startup experience
- Excellent benefits package including health, dental and vision
- Strong growth will lead to many opportunities to grow within the company
- A great entrepreneurial team that works hard and has fun doing it
About CareCru
CareCru is a Self-Driving, growth platform that is changing the dental space. We grow, measure and manage practices — on autopilot. We are an ambitious team of no-nonsense risk-takers that thrive in a low structure, swing for the fences culture. We are positive, passionate, and a lot of fun to work with. Constantly striving to be the best in the world at what we do, we take no shortcuts in building an exceptional platform that is both value-driven and enjoyable for our customers to use.
If you are passionate about technology and enjoy helping others resolve their technical issues, we encourage you to apply for this exciting opportunity as a Technical Support Analyst.
Job Types: Full-time, Permanent
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Stock options
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Technical support: 2 years (required)
- SQL: 2 years (required)
Language:
- French (required)
Work Location: Remote
