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Support Specialist – Tier 1

Pixel Union

This is a Contract position in Richmond, ia posted October 5, 2021.

Who we are : Pixel Union’s Apps team are leading designers of premium apps for the Shopify ecommerce platform.

We’re focused on helping our merchants — entrepreneurs, innovators, brands, and businesses large and small — succeed by providing them with the world’s best digital products, backed by exceptional customer support.

We are a team of 20, with headquarters in Victoria, BC, and remote team members distributed across Canada.

About the role: Do you love supporting and working with good people?

Our tight-knit team is made up of designers, developers, project managers and support staff who love what they do, too.

We bring passion and energy to our work, and believe that work should be rewarding, interesting, and come at a sustainable pace.

Our support team works from our Victoria HQ, or from remotely around Canada.

We are currently looking for a Support Specialist
– Tier 1 to join our App Support Team .

You will collaborate closely with other support & success specialists providing exceptional help for our products.

You’ll be making sure our customers’ needs are met and any of their concerns are heard — we’re here to quickly connect with our customers and help them solve their more technical challenges.

You’ll be Providing fast, trustworthy and reliable email help to allow our support team to deliver the best customer service in the industry Digging into reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid, and complete information to our customers Flagging app issues, raising important merchant concerns, and suggesting app improvements that will benefit merchant experience Answering questions Helping our customers bring their vision to reality and tailoring your communication to match their knowledge and technical skill level Working closely with our QA, Design, and Dev teams to resolve concerns and escalate bug issues You should be familiar with Creative problem solving, critical thinking, and digging deeply into issues Providing an exceptional customer experience through an eye for detail and focus on solutions If you have these skills, that’s a huge plus Familiarity with HTML/CSS Experience in ecommerce Experience working in a high volume, multi-tiered support environment If you have anything you’d like to clarify about your resume let us know in your cover letter Maybe you’ve taken some time to travel, have enjoyed short contracts, or spent time caring for family
– we’d love to understand your background and experiences.

Requirements Experience with the Shopify platform Must be located within Canada Benefits We are a company built on creativity, teamwork, and employee well-being.

We trust our team members and encourage them to design their work schedules so that they can get the most out of their day.

We value challenging ourselves and others to ask questions that uncover better solutions for the future, and we get joy from being around fun, communication-focused folks who want to make a difference at their work Some of our perks include: Competitive base salary Opportunity for growth as the company grows Exposure and learning across teams and services Health benefits and RRSP matching Company-sponsored health & wellness allowance Generous vacation policy Flexible work schedule and remote-first culture and systems We bring passion and energy to our work, and believe that work should be rewarding, interesting, and come at a sustainable pace.

Our team members can be found across Canada, and the U.S., and are well-adapted to working from home and the remote lifestyle.

As long as you have a strong internet connection, you’ll be all set to join this dynamic team We thank all who show interest.

Only those shortlisted will be contacted.