High Tech Genesis

Customer Success Specialist

High Tech Genesis

full-time

Posted on:

Location Type: Office

Location: Montreal • 🇨🇦 Canada

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Job Level

JuniorMid-Level

About the role

  • Support residential customers & Partners (D2C & B2B), installation partners (SHIP), and internal teams across the customer journey
  • Pre-Installation: Educate, nurture, and assist prospects with product understanding, readiness, and qualification
  • Installation: Be a reliable partner to installers and customers, addressing real-time questions and ensuring all necessary tools and documentation are available
  • Post-Installation: Support onboarding, usage, and troubleshooting via app, chat, phone, email, SMS/WhatsApp
  • Proactively gather insights to improve processes, content, and service delivery
  • Capture and document customer feedback and share it with product, operations, and marketing teams
  • Respond to customer inquiries via email, phone, chat, SMS/WhatsApp and in-app support with professionalism, empathy, and accuracy
  • Own and resolve customer issues, coordinating across teams and escalating when necessary
  • Partner with revops, marketing and product on communications, campaigns, and content creation (FAQ, knowledge base, proactive emails)
  • Support product and operations teams with testing, reporting bugs, and documenting patterns from support trends
  • Identify improvement opportunities and contribute to cross-functional projects
  • Contribute to the development and continuous refinement of customer service documentation and training
  • Maintain a customer-first, feedback-informed service mindset
  • Grow within the support team by deepening product expertise and stepping into Level 2/3, product, IS or Eng specializations over time

Requirements

  • 2–4 years of experience in customer support, success, or similar customer-facing roles (tech/startup/EV/clean energy sectors preferred)
  • Experience working cross-functionally with sales, operations, and marketing teams
  • Outstanding verbal and written communication skills in English (French, Spanish, Mandarin/Cantonese is an asset)
  • Proven ability to stay calm and composed in high-pressure or ambiguous situations
  • Demonstrated passion for technology, sustainability, and learning
  • Comfortable using ticketing platforms, CRMs, and support tools (e.g., Dynamics 365, Jira, Salesforce, Intercom) and Contact Center Omnichannel (Talkdesk, Genesis, Etc)
  • Self-starter, resourceful, and solution-oriented mindset
  • Willingness to work flexible shifts, including early mornings, evenings, or weekends as needed
  • Strong organizational skills and ability to manage time independently
  • Applicants must have the legal right to work in Canada
  • Physical Requirements: Prolonged periods sitting at a desk and working on a computer; Occasional onsite participation or hands-on testing may be required
  • Kindly submit your resume in MS Word format upon application

Applicant Tracking System Keywords

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

Hard skills
customer supportcustomer successproduct knowledgetroubleshootingprocess improvementdocumentationtestingbug reportingcross-functional collaborationcustomer feedback analysis
Soft skills
communication skillsempathyproblem-solvingorganizational skillsresourcefulnesssolution-oriented mindsetcalm under pressureself-starterflexibilitypassion for learning