About The Position
Are you energized by helping others succeed? Love sharing and helping explain a great product over the phone? Know how to play matchmaker between product and customer needs? Excited to get your feet wet in a growing tech company? You know that the success of any company is tied to the customer experience and that’s where you come in.
You’ll work directly with our clients by answering our incoming support and sales calls; speaking with potential customers before they’ve chosen us, helping them decide if our company is the right fit for their online education, and supporting them as they grow their business. As the first point of contact on our phone line, you’ll be answering questions, giving advice, solving problems using your technical know-how and helping our customers build and grow successful online businesses through education.

Some of your typical responsibilities might look like:
– You’ll spend the majority of your day handling inbound phone calls (we offer phone support Monday to Friday 9am – 5pm PST) from potential customers as you help them determine solutions for their business or sleuthing technical questions that come from our existing customer base
– You’ll also be supporting our inbound sales team, helping customers find the best solution to fit the needs of their growing business
– You’ll get an opportunity to take on side projects based on your areas of interest such as helping grow our Facebook group, hosting webinars, writing blog articles or triaging bugs for our Tier II developers
You’ll be involved in the QA of new features as they are released and work closely with our product team

Here are the “must haves” to be successful in this role:
– You have at least 2+ years online customer support experience in a customer-facing role (bonus points for past SAAS tech support experience)
– Speaking with customers on the phone is your bread and butter
– You’ve rarely run into a roadblock you can’t creatively get around (and whenever you need it, you’re humble enough to ask for help)
– You have stellar communication skills both verbal and written, but know it’s equally important to listen and understand your customers

Here are a few hints that you might be the person we’re looking for (you match up with a number of these):
– You are fanatical about customer success – you aren’t afraid to jump on a call or go above and beyond to create an amazing customer experience. We take customer success really seriously. Everyone in our company should know our platform inside out and be ready to identify and recommend the right solutions as the situation arises. Even our CEO jumps into the ticket queue!
– You have experience supporting customers in the decision-making process by identifying and delivering the right solution based on their individual needs
– You know the importance of building trust and confidence with leads and customers alike
– You have a flair for translating product features into tangible benefits for customers
– You’re passionate about online education, digital marketing, and small business (or all of the above!)

Bonus:
– You’re confident in your HTML and CSS knowledge (and get a kick out of helping to identify and solve new problems)
– You’ve taken a variety of online courses on different platforms
– You have experience teaching, mentoring or coaching in-person or online
– You’ve created external documentation for a help center before
– You have previous experience working in an inbound sales environment

What you’ll get out of this role:
– Access to a diverse customer base where the problems and people are always different. One day you can have a yoga instructor emailing you from the beach, the next you might be speaking with an executive from the boardroom
– Advancement and growth. We’re going places and taking you with us for the ride! We like to promote from within and we do it often
– Experience in a sales and customer-focused environment, where everyone is responsible for the growth of the company

*** To Apply: For ISSofBC clients, please contact your Employment Counselor or Career Facilitator. For others, please contact 604-684-2561, or email: employersolutions@issbc.org and reference the Job ID in the subject title.***