Customer/Tech Support Agent

Sales · Victoria, British Columbia
Department Sales
Employment Type Full-Time

JOB TITLE: Customer/Tech Support Agent (Saas) / Saas Customer Support Specialist

HYAS Infosec Inc. is looking for a Customer/Tech Support Agent to support and optimize customer help desk requests and processes.

The Agent will be responsible for monitoring the external customer help desk within the Support department. The ideal candidate is a security enthusiast, self starting, highly motivated, and detail-oriented with strong customer support skills. This is a full-time position in our Vancouver-Island area (Victoria or remote), Monday to Friday with a potential for on call hours.


About you...

  • You have been a member of a team supporting a SaaS product and have used help desk systems as your primary tool...
  • You can identify and implement processes to follow for investigating and recreating customer issues across multiple products…
  • You can recognize recurring patterns from customer feedback and complaints...
  • You have the ability to decipher and convey what customers are asking for in technical and nontechnical terms...
  • You are a motivated self-starter and you don't need minute direction to do your job effectively…
  • You have an enthusiastic personality that enables you to build strong relationships with customers and work collaboratively with internal teams...
  • You are organized and have a great attention to detail...
  • You are empathetic and passionate about customers and providing great support!

If you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.


About the role…

  • Serve as the first point of contact for our customers in multiple regions that reach out to us via our support channels (email, Slack, helpdesk, video conference)
  • Quickly take action to investigate or resolve customer issues and questions and escalate when necessary
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure of requests and customer communications
  • Preserve and grow your knowledge of help desk procedures, products and services while recommending procedure modifications or improvements
  • Create and update online documentation, FAQs, and support documentation
  • Serve as an internal resource for other departments and help them be successful - this might look like responding to "quick questions" in Slack or even joining a virtual meeting to serve as the customer support expert

Thank You

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  • Location
    Victoria, British Columbia
  • Department
    Sales
  • Employment Type
    Full-Time