Bucketlist Rewards Hiring for Customer and Technical Support Specialist at Vancouver, BC Full Time

Bucketlist Rewards is looking for a Customer Support Specialist to join our growing team. We are looking for someone who is experienced in customer support, highly organized, and self-motivated. If you enjoy improving your skills, driving growth in a startup-style environment, and working in a culture that loves creativity, experimentation, and innovation, then this will be a great place for you! This role has enormous potential for growth within a fast-growing technology business.

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About Us: *
Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. We are a high-growth company that grew over 800% in the last two years. Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures. When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified!

Key Responsibilities:

• Responding to issues from clients and their employees via the various channels (email, chat, phone) during our support hours and quickly resolving any support tickets from clients. During key times in the customer journey (e.g. an implementation launch on a weekend), this may include being on call to quickly address any issues.
• Understanding our customer’s usage of our product.
• Focusing on delivering our Customer Promise of Customer Journey Ownership, Proactive Communication, and Ease of Escalation.
• Keeping your knowledge up-to-date with new product feature launches and product improvements.
• Understanding what customers are asking for and responding with solutions in a technical and non-technical manner.
• Replicating and reporting bugs to the development team.
• Contributing to the quality of our product, and our user’s experiences.
• Proactively communicating with customers on the status of their requests and to keep them informed as we resolve their issues.
• Communicating internally with other Bucketlist team members in Customer Success, Engineering, Sales, and Product to ensure successful customer outcomes.

Required Skills for Success:

• 2+ years of experience in a digital role (SaaS, Services or Agency experience preferred).
• Experience in managing service tickets (e.g. Hubspot or similar) in a software company
• Great communications skills and a command of the English language with bilingual (Spanish & English or French & English) considered an asset.
• Bachelor’s Degree in Business, Digital Marketing or relevant field preferred. (In lieu of degree, relevant skills or equivalent experience).
• Proven ability to form strong client relationships within all levels of the organization up to C-level.
• Ability to analyze and interpret customer metrics and generate reports as required.
• Strong post-sales customer service experience.
• Exceptional presentation, written and oral communication skills.
• Strong organizational skills with the ability to multitask.
• A positive can-do attitude.
• Demonstrated ability to work well in a closely-knit team.

Nice to have:

• Bilingual (Spanish & English or French & English) will be considered an asset for this role.
• Bonus points if you are located in Ontario, Quebec or the Maritime provinces or if you are able to work during Eastern Standard Time (EST) hours.

The Perks:

• Join a high growth business where you’ll be part of a high performing team with lots of potential
• Exciting opportunities to grow your career with our fast-growing business
• Comprehensive benefits package (health, dental, vision care)
• Flexible working culture. We are a distributed workplace. This position is open to anyone residing and able to work in Canada on a remote basis.
• An amazing rewards and recognition platform; we’ll help you achieve not just your career goals, but your personal goals as well!

Job Type: Full-time