Technical Support Representative

Full time, permanent

We are Guild Software Inc, a fast-growing Dartmouth-based company that offers a cloud-based member management solution to our incredible clients. We have recently upgraded to a beautiful new modern office on Lake Banook, and our talented team of professionals has doubled over the past year. We are currently seeking a highly motivated, outgoing individual to join our team as an Technical Support Representative. Our ideal candidate will be an excellent communicator, possess a friendly, patient demeanour and have a passion for building and maintaining relationships.

Role and Responsibilities

  • Responde to customer support requests via Freshdesk, or by phone.
  • Listen well to customer’s issues and provide clear instruction to answer questions or walk through technical situations
  • Understand our product inside and out in order to provide the absolute best solutions
  • Assist in product testing in new releases
  • Uphold Guild’s high standards of customer service and integrity at all times
  • Work with our software engineering team to report software bugs and follow up on resolutions while keeping customers informed of progress
  • Identify frequently reported questions or issues so we can address with permanent solutions

Requirements

  • Experience in customer service or technical assistance role
  • Ability to communicate clearly via phone or email with exceptional professionalism
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Ability to think critically to solve issues quickly
  • A patient personality is crucial as some customers you will be assisting may be challenged when using technology
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • Experience with AMS or CRM software is considered an asset.

What we offer:

  • Group Benefits Plan
  • Modern office with lake access – Bring your kayak!
  • Flexible work hours – We understand you have prior commitments!
  • Weather Swap Policy – If it’s going to rain on the weekend and you want to take advantage of some Vitamin D, go for it!
  • Every day is a casual day – We want you to be comfortable!
  • Work from home opportunities
  • Free onsite parking
  • The office lounge opens at 3 PM every Friday. Come hang out!

     

Job Types: Full-time, Permanent
Salary: $40,000.00-$50,000.00 per year