Customer Experience Specialist - Vancouver, BC | UrtheCast | FreshGigs.ca | 24/04/17
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Customer Experience Specialist Full-Time

Location: Vancouver, BC
Company Name: UrtheCast ()
Category: Communications, Social Media

We are currently seeking a Customer Experience Specialist.

As an UrtheCast Customer Experience Specialist, you will provide support through many different channels of communication including, but not limited to, support ticketing/chat, email, phone, and social media such as Twitter.

KEY RESPONSIBILTIES:

  • Monitor various support channels (emails, tickets, phone, social media)
  • Provide frontline and API-level support for UrtheCast customers and developers
  • Resolve customer issues and identifies potential problems for escalation
  • Provide customer training and developer onboarding
  • Interface with Customer Experience, Web Development, Sales, Operations, and Accounting departments as needed
  • Support associated sales activities from opportunity capture to project execution
  • Provide feedback in status meetings that contribute to sales planning and response
  • Participate in regular Customer Experience, Web Development, and Sales meetings
  • Provide regular activity reports
  • Support sales, support, and marketing events
  • Other duties as assigned
  • Provides customer training and developer on-boarding

EDUCATION & EXPERIENCE:

  • Bachelors degree in Earth Science or similar field or equivalent experience (appropriate relevant work experience may substitute for educational requirement)
  • Two years’ experience in a customer support function
  • Experience in a SaaS support environment

KNOWLEDGE, SKILLS, and ABILITIES:

  • A+ attitude and enthusiasm, bonus if you're into Space!
  • Strong verbal and written communication skills
  • Technical knowledge of API's and programming ideal
  • Strong problem solving and time management skills
  • Ability to work with minimal supervision in a team environment
  • Good working knowledge of world geography
  • General understanding of remote sensing, GIS, and cartography
  • Proficiency in Mac OS and Microsoft Windows
  • Proficiency in CRM & support ticketing systems
  • Secondary language skills preferred

WORK ENVIRONMENT:

  • Fast-paced, open, collaborative, constantly evolving and fun
  • Daytime with potential for weekend, evening, holiday hours

What can we offer you?

  • Competitive compensation, full benefits and flexible time off
  • Great work environment, team and office location right over the water in the new Vancouver Convention Centre
  • Great lunch programs will provide you with an opportunity to learn and socialize, and our Friday afternoons will set the right mood for the weekend
  • Free gym membership
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