As a growing company, we are looking for a dynamic and customer-oriented individual to provide exceptional end user support. As an End User Support Specialist in our Customer Success team, you will play a crucial role in ensuring the smooth operation and adoption of our platform by digital commerce vendors and their customers. You will be the primary point of contact for troubleshooting, resolving issues, and delivering outstanding customer service.

This is a fully remote contract position with a six (6) month term and preference will be given to candidates physically located in the National Capital Region.

This position is funded in part by the Youth Employment Program and the successful candidate must meet these Youth Eligibility requirements

Responsibilities

• Serve as the first point of contact for end users, providing prompt and professional help via email.

• Help end users with usage of our technology, guiding them through the verification process and addressing any questions or concerns.

• Document and escalate complex issues to the proper teams, collaborating closely with internal stakeholders to ensure efficient problem resolution.

• Continuously improve the user experience by identifying trends, patterns, and areas for enhancement, and providing feedback to the product and development teams.

• Contribute to the creation and maintenance of knowledge base articles, user guides, and other support resources.

• Collaborate cross-functionally with the sales, product, and engineering teams to relay user feedback and contribute to product improvement initiatives.

• Stay updated with industry trends and emerging technologies, gaining a deep understanding of our identity verification platform to provide expert support.

Qualifications

• Degree or diploma from a post-secondary institution.

• Strong passion for technology and a desire to work in a fast-paced startup environment.

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

• Customer-centric mindset with a dedication to delivering exceptional service

• Proven problem-solving skills and the ability to think analytically to troubleshoot and resolve issues.

• Familiarity with identity verification technologies and concepts is a plus, but not required. Willingness to learn and adapt to new technologies is essential.

• Prior experience in a customer support or help desk role is advantageous.

• Proficient in using help desk software & ticketing systems.

• Strong organizational skills with the ability to prioritize tasks effectively and meet deadlines.

• English native speaker, bilingualism/multilingualism an asset

• Must meet the Youth Employment Strategy criteria listed here: https://nrc.canada.ca/en/support-technology-innovation/nrc-irap-funding-hire-young-graduates

Join our dynamic team and be part of revolutionizing personalization and marketing in the digital commerce industry with our innovative, privacy-first identity verification technology. If you are a recent post-secondary graduate looking for a challenging and rewarding role in a startup environment, apply now to become our End User Support Specialist!