Customer Success Analyst
Semaphore Solutions
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$69,500 - CA$84,000 per year
About the role
- Work directly with customers post-implementation of the platform in their lab
- Triage Tier 1 issues and route requests appropriately
- Troubleshoot and close Tier 1 issues
- Prepare technical documentation on product usage and troubleshooting
- Drive process documentation and monitor customer-reported issues
Requirements
- Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.
- Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.
- Positive attitude and solutions-focused approach to providing customer support for both internal and external questions.
- Conscientious and detail-oriented with an ability to create comprehensive process documentation.
- Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.
Benefits
- RRSP matching
- Competitive vacation time and sick leave
- Extended health coverage and a health spending account
- Flexible, remote-first work with a focus on sustainable workloads
- Company on-sites and opportunities to build real connections
- Annual professional development budget and growth support
- Employee Share Option Plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical documentationtroubleshootingissue management
Soft Skills
communication skillscustomer supportpositive attitudesolutions-focuseddetail-orientedoutgoing nature