Client Support Specialist

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 Client Support Specialist at STAT, you’re in a position to make a huge impact on the service and technical support delivered to our global enterprise clients and you take great pride in that responsibility. You’re their first line of defence – you quickly and efficiently triage the issue, come up with a resolution, and follow up – all while providing the friendly 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 good grasp on technology. You’re a quick study and love to teach others what you learn.

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

Responsibilities

​Keeping our existing clients happy:

  • Providing ongoing application and technical support to our existing clients via our support desk as well as email and phone
  • Act as the subject matter expert on API integration and best practises.
  • Delivering fast, courteous, and intelligent responses to client questions.
  • Escalating support cases as necessary and track those issues to resolution.
  • Liaising with development team to manage client expectations for escalated tickets.
  • Being 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:

  • Being an in-house expert at using the STAT application and API
  • Answering technical questions on prospect calls.
  • Staying on top of the latest trends in search engine marketing.
  • Training new STAT hires for using tools for tracking client interactions including Desk.com, Salesforce, GetFeedback, JIRA.
  • Assessing and documenting client use-cases and feature requests observed in STAT or reported by clients.
  • Acting as a knowledgeable resource for your 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 worked in a client-facing role for 2-3 years (bonus points if that was with a SaaS company)
  • You’ve used Support Desk software to track and resolve client requests
  • You’re confident working with Excel, XML and JSON
  • Bonus points if you have experience working with SQL databases
  • You have a working knowledge of APIs
  • You’re a strong communicator, both written and verbal
  • You’re friendly and approachable – clients and colleagues enjoy working with you
  • You’ve got a keen eye for detail

Bonus points for:

  • Understanding the digital marketing landscape and SEO
  • Experience working with SQL databases
     

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.
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
Desired salary*
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*