Granum

Customer Support Specialist

Granum

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

About the role

  • 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
  • Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
  • 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

Requirements

  • A bachelor’s degree or equivalent experience
  • Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
  • 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
Benefits
  • 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.
  • We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical writingtroubleshootingdiagnosing technical issuesSaaS productsproblem-solvingresearch skillsmultitaskingprioritizationcustomer supportB2B support
Soft skills
empathyownershipcommunicationanalytical mindsetfast learnergrowth mindsetservice orientationresponsivenesscollaborationpuzzle solving
Certifications
bachelor's degree