Technical Client Success Agent

Location: Vancouver, British Columbia, Canada

Department: Client Success

Type: Full Time

Min. Experience: Entry Level

Are you a natural born problem solver? Are you a pro communicator? Do you have an awesome blend of personality and technical know-how? 

You’re exactly the person we want to talk to.

As the Technical Client Success Agent at STAT, you’re in a position to make a huge impact on the service delivered to our global enterprise clients and you take great pride in that responsibility. You’re their first line of defense – you quickly and efficiently triage the issue, come up with a resolution, and follow up – all while delivering the friendly, whip-smart service and STAT experience they’ve come to expect. 

You don’t need to be a self-proclaimed tech genius, but someone with a strong aptitude to learn and a good grasp on technology. You’re a quick study and love to teach others what you learn. You’re sharp and stand out from the crowd with your forward-thinking approach to client support. 

This role works collaboratively with Client Success, Development, Marketing, and Sales.

RESPONSIBILITIES

Keeping our existing clients happy:

  • Provide ongoing and unlimited application support to our existing clients via email and phone.
  • Deliver fast, courteous, and intelligent responses to client questions.
  • Escalate support cases as necessary and track those issues to resolution.
  • Liaise with the development team to manage client expectations for escalated tickets.
  • Be prepared to jump on a call with clients to work through application issues and expedite resolution rates.

Becoming a valuable resource to clients & team members:

  • Maintaining an up-to-date expertise of the STAT application.
  • Answer technical questions on prospect calls.
  • General knowledge of the latest trends in search engine marketing.
  • Train new STAT hires for using tools for tracking client interactions including Desk.com, Salesforce, GetFeedback, JIRA.
  • Assess and document new feature requests observed in STAT or reported by clients.
  • Acting as a knowledgeable application resource for your STAT colleagues.

Reporting and documentation:

  • Auditing and reporting client support data and metrics to managers and other business units within STAT.
  • Proactively work with the documentation team to ensure the help site is on point with our client’s needs.

REQUIREMENTS

  • You’ve done this before. You have experience working in a B2B client-facing role for at least 1-2 years. Bonus points if that includes a global client base or with a SaaS company. 
  • Your writing is the right blend of personable and professional. It’s easy to understand, concise, and well-polished – your cover letter is a testament to your skills. 
  • You’re friendly and approachable – you build rapport and relationships easily. 
  • You’re confident working with Excel. You might even have some experience with Sequel Pro, XML, Json, CSV, or mySql, but it’s not necessary.
  • You’re not scared off by APIs. 
  • You’re a strong verbal communicator and highly organized project manager.
  • You’ve got a keen eye for detail.
  • You have some post-secondary education that’s provided you with the industry knowledge or technical skills that will benefit this role.
  • You understand the digital marketing landscape and have a keen interest in SEO.

ABOUT STAT

We're a Vancouver-based software company that’s been growing steadily over the last five years, with no signs of slowing down. Our product is a complex, distributed system that gathers, analyzes, and delivers high-volume SEO analytics data for our enterprise clients, fresh every day.

STAT is privately owned and 100 percent revenue-funded, with a roster of happy clients that includes some of the world’s largest online companies. We work with some of the coolest brands in the world. Check them out at http://getstat.com/our-clients.

PERKS
A few side benefits of working here:

  • Three week paid vacation, plus everyone gets an extra two-week paid vacation leading up to New Year’s Day.
  • Shorter summer hours to take advantage of that elusive Vancouver sunshine.
  • Free gym memberships.
  • Medical package including dental, optometry, prescriptions, massage, and physio.
  • A relaxed and welcoming work environment.
  • Opportunities for travel, further education, and career growth.
  • Flexible hours.
  • And more! Ask us about the rest.

CULTURE
Some reasons why you’d want to work with us:

  • You want to play a big part in growing a young, profitable company.
  • You do your best in a setting where excellent work is what’s valued—not long hours (a good work-life balance is just how we do things).
  • You’d like to work somewhere where you can wear your old hoodie—or your crisp new suit—and nobody is going to mind.
  • You’re looking for a big challenge that involves lots of variety, collaboration, inventiveness, and on your toes thinking.
  • You want to work alongside people who are easy-going, friendly, and helpful.
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