Staffbase Hiring for Technical Support Specialist at Calgary, AB Full Time

At Staffbase we believe that Internal Communication moves people, and people move companies. Our mission is to empower leaders and communicators to drive transformation through internal comms solutions, strategies, and insights. Our most recent Series E funding led by General Atlantic, officially launched us to UNICORN status!

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including Vancouver, Kelowna, New York, Amsterdam, London, and several locations in Germany! Our international team counts roughly 600 employees from 45+ nationalities and we have a growing base of 1000+ enterprise customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

Are you our next Technical Support Specialist? We’re looking for someone to have roughly 2-3 years of industry experience to join our amazing Technical Support team.

We are looking for someone who is proud of their ability to connect with a wide range of people and loves working with customers of all skill levels and personality types. Someone who doesn’t mind getting their hands dirty troubleshooting our customer’s technical issues while helping with their questions and requests. The ideal candidate will have strong customer service skills (brag to us about how you dealt with a disgruntled customer!), a naturally curious approach to solving problems, a clear, personable, and empathetic communication style and a high level of comfort translating technical or difficult concepts into user-friendly explanations for our customers over phone and email.

This is a position with a required availability of 9 am – 5 pm PST / 12 pm – 8 pm EST (Mon-Fri)

Staffbase has a positive, diverse, and evolving culture—we look for people who are curious, inventive and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking, and, above all, impactful. If this sounds like a good fit for you, skim the rest and apply now.

What you’ll be up to:
Providing top-notch, customer-obsessed, after-sales technical support to solve routine and non-complex product problems

Using creative problem solving, good judgment, and improvisation to work through situations with ambiguous or limited information.

Maintaining contact with customers during the resolution process – you’re on top of communications and never leave your customer hanging.

Solving problems – whether it’s a customer or a fellow team member you’re happiest when you’re finding solutions.

Taking initiative to make things better for our team and our customers, but you also know how to work as a team within standard practices and procedures

Contributing to our Help Center by checking for quality, suggesting content we should add, and coaching our users on how to use our self-serve resources

What you’ll come with:
2 to 3 years of customer support experience

A skilled writer, able to write in a professional tone with little to no grammatical or spelling errors

A strong verbal communicator, able to express yourself in a clear, concise, and empathetic manner, even in a remote environment

Self-driven and willing to take initiative to grow your skills

CSS/HTML experience

Nice to have:
Have experience working with web-based/SaaS applications

Hands-on experience working with a ticketing platform such as ZenDesk or Salesforce

Understanding of software: operating systems, mail clients, end-user programs/settings, and the flow of data through a network

We Love Diversity – Equal Employment Opportunity

Our platforms are for everyone, and so is our workplace. We are passionate about equity, inclusion, and diversity at Staffbase. Read more about our policies here.

Our Global Benefits

Employee Stock Option Plan (ESOP)

Staffbase offers you a benefit plan which entitles you to an ownership interest in stock options in the company. We’re in business to create value for our shareholders and we want our employees to benefit from that shared success as well.

Ongoing Learning

We thrive on personal and professional growth. Every employee gets €1,800/$2,200/£1,650 per year to spend on personal and professional development.

Feel Good Fridays

Summertime means extended vacation time at Staffbase! During August we run the 4-days workweek which means that during this month Fridays are off for all employees.

Flexibility

When it comes to your personal life, it’s not our place to dictate your schedule. We offer flexible work-from-home and full- or part-time options.

Parental Leave

We recognize that one of the most special events in an individual’s life is the birth or adoption of a child. We offer paid parental leave options for all employees.

Read more about our benefits here.