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Recollective: Live Technical Support Agent


This is a Full-time position in Ottawa, ON posted February 11, 2021.

Recollective is a cloud-based software company focused on creating a cutting-edge platform for our customers.

Our core product is an online, qualitative market research platform used by organizations worldwide to run online communities, focus groups, and more.

The platform combines simplicity with a powerful, intuitive interface enabling our customers to use it as a fully customizable research solution.

Recollective provides a great range of support services to our customers ensuring that each interaction is a positive one.As a Live Technical Support Agent, you play a key role in providing support to our customers for Recollective’s Live Video Interviews and Live Group Chat Activities.

You will interact with customers on a daily basis to provide solutions and resolutions for all questions raised and technical issues that arise.

Your day-to-day will primarily consist of providing in-app support to customers for their Live Activities, resolving product usage inquires, and conducting platform pre-launch check reviews for customers.If you’re up for the challenge and enjoy working in a dynamic, fast-paced environment, we encourage you to take the first step and apply to this position.

Throughout the hiring process, you’ll have the opportunity to meet our team and get a better understanding of what the job entails to ensure this is the right step forward in your career path.Key opportunitiesWork with customers all around the world from across a range of industries in an innovative, leading-edge technology companyBe a part of a collaborative company culture with many avenues for career developmentOpportunity to have a significant impact on organizational growth and successExtensive health benefits, group savings and retirement plan and many extras such as company-sponsored social outings, employer-provided snacks, coffee and more.ResponsibilitiesProviding in-app support during live Activities if customers experience technical issues.Manage and resolve tickets using email, phone, and Zoom through our internal ticketing system.Provide technical support/troubleshooting for customer inquiries, and escalate issues to appropriate internal teams as required.Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective.Collaborate closely with Recollective’s engineering team and document customer experiences and feedback.QualificationsExcellent command of the English language, both in written and spoken communication.Ability to empathize with the customer and provide an exceptional support experience.Must be comfortable speaking to customers over the phone, email, and on video calls while demonstrating professionalism in all situationsProven track record of prioritizing and resolving inquiries in a fast-paced, rapidly changing environment.Ability to be resourceful and finding solutions where there is no clear answer.Strong computer literacy and technical backgroundCommitted to continuous learningBonus ExperienceFluency in multiple languages.Knowledge of HTML, JavaScript and CSS considered an asset.Degree or diploma in a research-related field is considered an asset.Qualified applicants are invited to submit a resume with a cover letter outlining how your skills and experience meet the above requirements.