Granum - Customer Support Specialist – Always Accepting Applications
Requirements
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. • The ability to multitask and prioritize trouble tickets as they come in • A strong growth mindset and a desire to learn • A natural puzzle solver • A few ways to stand out, but not required: • Previous experience working for a SaaS startup • Experience with ticketing systems like Intercom • Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)
Responsibilities
• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services • Directly troubleshoot customer issues and resolve them by implementing attainable solutions • Evaluate and escalate bugs to development as they come to your attention inside the product • Provide feedback to develop support processes. Your input will ultimately add value for our customers • Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner • Work cross-functionally with other members within the organization • Does this sound like you? • A bachelor’s degree or equivalent experience • Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product • Ability to apply sound judgment and product knowledge to deliver timely solutions • Fast learner with a track record of mastering new technical tools and systems • Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support) • Previous experience in a high-volume support/customer service role • Analytical mindset with strong research and problem-solving skills • Applicable technical writing skills • The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. • The ability to multitask and prioritize trouble tickets as they come in • Clear and concise communication skills • A strong growth mindset and a desire to learn • A natural puzzle solver • A few ways to stand out, but not required: • Previous experience working for a SaaS startup • Experience with ticketing systems like Intercom • Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)
Benefits
• Canada-based candidates: CAD 65,000-70,000 • Canada-based candidates: • US-based candidates: USD 55,000 - 60,000 • US-based candidates: • In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more. • In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. • Canada • We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. • 401(k) matching • RRSP matching • We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. • And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge. • unlimited Paid Time Off • paid company holidays • company-wide winter break from December 24 to January 1 • Granum does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in Canada or the U.S, without sponsorship from the company.
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