Routeique Inc. Hiring for Customer Support Specialist at Calgary, AB Full Time

Routeique is not a software company. Our business involves unraveling complexity, ironing out wrinkles, and finding better ways—which means our commitment is always considerably deeper than pixels on a screen, and far wider than just the supply chain.

We are a close-knit team of innovators with nerd-like enthusiasm, and veteran-like experience. We are supply chain experts armed with the mother of all digital platforms. And we are hell bent on ensuring every link, in every chain, is flawlessly efficient and seamless.

Indeed it’s our velvet integration of high touch and high tech—and our insistence on being partners, not vendors—that allow us to bring so much value to the table.

We strive to work passionately, improve daily, speak truthfully, invest wisely, watch carefully, iterate/innovate relentlessly and grow frequently. These are our values, they keep us accountable and drive us to our success. Success is not only growing the business but growing people.

JOB DESCRIPTION: CUSTOMER SUPPORT SPECIALIST

At Routeique, we believe relationships are the ultimate investment. We know without our clients’ success, we won’t succeed. That’s why the Client Success team always has the people top of mind. We see our clients as partners and our goal is to know them like our own, learn what makes them tick, and consistently provide valuable interactions. We are a group that is passionate about delivering excellent customer experiences and aim to ensure our clients are happy, understood, supported, and, ultimately, our best advocates. As a Customer Support Specialist and a key member of the Client Success team, you will be at the front line of surprising and delighting our clients when they are stuck and need our help. This may be help with getting them set up with our software, understanding best practices in using the platform, or troubleshooting bugs (every product has them!). As the voice of the customer, your feedback will help us continually improve our product and services and reinforce our role as trusted advisors to our clients.

RESPONSIBILITIES

Become a Routeique expert so you are able to confidently help our clients with issues that arise and provide solutions to satisfy their requests

Demonstrate care and compassion in potentially tense or high pressure situations and set clear expectations for the next steps in their support journey

Manage a ticket queue and provide prompt high-quality responses, timely follow-up, and satisfactory resolutions

Available on a daily basis as the first line of support to respond to tickets submitted via email, live chat, or phone

Adhere to response and escalation SLAs and expectations

Triage tickets appropriately and work with the product and or/development team when it is necessary to address client concern

Own the customer experience by empathizing with their issues, relentlessly seeking resolutions, and striving to elevate the experience with proactive downstream problem-solving

Lead the creation of new support documentation, report on key metrics that inform us how we are tracking and contribute to process improvements

Convey the customer voice to assist with product planning and user education development

REQUIREMENTS

Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness

Customer service focused with a passion & enthusiasm for helping clients succeed

Relentless problem-solving skills with the ability to think critically and apply your knowledge to new scenarios

Excellent written and verbal communication skills with the ability to clearly articulate, interpret, and probe

Be unafraid to take risks and test new approaches, with an eye for key KPI and success metrics

Strive for excellence. You know you can’t always be perfect, but you frequently go the extra mile and embrace feedback to continuously improve.

Success-driven with an entrepreneurial, and self-starter approach

BONUS

Experience at a Startup

Have experience in customer support using a ticketing system like Jira Service Desk and Hubspot

Technical product knowledge or previous experience with operational technologies in Supply Chain, Warehousing, Fulfillment, Logistics solutions

French-language is an asset, but not a requirement

COMPENSATION RUNDOWN

Routeique is more than a fun place to work and we have always honoured a self-driven hybrid work environment allowing our employees to choose where and when they work. Oh, and did we forget to mention, Routeique is the place to make life changing income? With our US/European inspired ESOP (Employment Share Options Program) everyone has the choice to share in the company’s success. That’s right… You are in the driver’s seat along with everyone else, the decisions you make and effort you apply will allow you to directly benefit.

And we also offer this:
Market/experience based salary

Full health benefits covered by the company

RRSP matching program

Educational advancement

Events with fun prizes

Weekly lunch and learns (when pandemic is over this would start back up)

Am I the right candidate for Routeique?

Sharing your knowledge with your team is fun for you, and you are happy to help other members of the team solve problems

You’re comfortable in an early-stage company and are excited at the idea of joining a team of smart, client-oriented folks

You’re a self-starter and can prioritize your time to accomplish goals without a lot of day-to-day oversight

You’re interested in not just a job but building a company, culture, processes, and growing with us

You have a track record of committing to what you say you will do, and are passionate about delivering great products for teams and clients

You communicate clearly, write well, speak eloquently, and are comfortable explaining complicated issues over the phone and via email to both engineers and clients

You get along with people and like helping people, learning new things, and are quick to solve problems proactively

You have experience with and enjoy working teams that are partially or fully remote

You are obsessed about hitting deadlines

https://routeique.bamboohr.com/jobs/view.php?id=59