Customer Support Representative Job Description

Smart IT is the leading partner for Odoo ERP (Enterprise Resource Planning) Systems on the west coast of Canada. Our client base ranges from smaller, medium sized businesses up to global enterprises. These businesses cover many sectors including manufacturing, energy, distribution, and professional services. 

With a rapidly growing client base, we have a need for a Customer Support Representative to look after client needs post implementation, provide on-going client support through the Smart IT Helpdesk, and support internal colleagues. 

Customer requests will arrive through ticketing in the Smart IT helpdesk, phone calls, or direct from a Smart IT functional consultant. Your job will be to attempt to understand the issue and investigate. On occasion you may need to escalate the issue to our Development Team depending upon the type of request.

The requirement is to respond to new tickets within our SLA (Service Level Agreement) and ensure that all tickets are effectively managed. It is necessary to be a diligent note keeper so any team member can see and understand the ticket status at any time.

**Please share a resume and cover letter in your application. Note that applications without a cover letter will not be reviewed. Only applicates selected for a screening interview will be contacted. The contact details for three professional references may be requested. 

Responsibilities

-          Serve as the first point of contact for customers seeking assistance over the phone or email.

-          Troubleshoot issues and potentially ask for further information from the client.

-          Determine a solution for the issue or identify that the issue needs escalation.

-          Walk the customer through the problem-solving process in response to ticket submissions, including but not limited to virtual meetings and recording videos demonstrating functionality. 

-          Test any fixes provided by the development team for the issue.

-          Provide the customer with details on how to test the fix themselves (User Acceptance Testing) and obtain approval from the client for deployment when they have completed testing.

-          Provide the customer with appropriate support through User Acceptance Testing as required, including but not limited to email, video recording, or conference call.

-          Coordinate between helpdesk, functional, and development teams to manage customer expectations on fixes.

-          Constantly ensure that tickets are in the correct project stage and that customer expectations are set appropriately. 

-          Assist the project team with quality assurance testing on new features for clients.

-         Escalate tickets externally to Odoo, our ERP software developer, for support and clarification as needed. Required to track responses on external tickets via ticket tracking processes and respond or provide further information to our clients where necessary.

-        Must enter timesheets accurately on all tickets.

Mandatory Requirements and Skills

-         A client-first approach to customer service. 

-         Solution focused  problem solving and critical thinking skills.

-          Excellent written and verbal communication skills.

-          A highly organized note-keeper.

-         Collaboration with fellow members is critical to success in this role.

-         Accepting feedback with a growth mindset to continually learn and update skills regularly.

-         Must be comfortable working in a remote environment and able to prioritize tasks independently.  

-        Must have a private and quiet location to work with a strong Internet connection. 

-         Authorization to work in Canada or the United States.

Preference may be given for candidates who have:

- Experience with Odoo.

- Experience collaborating in a small team and/ or a start up environment. 

- Previous experience using project management tools.

- Previous experience entering timesheets.

- Previous experience learning new software quickly.

- Available to work until 5pm PST

Compensation

The salary range is $46,356-$61,308 CAD per year, based upon qualifications and previous experience.

Employees are entitled to 4 paid weeks vacation per year. 

This position includes extensive benefits through Sun Life, including long and short-term disability, life insurance, critical illness, dental, and extended health. 

Work Environment

Smart IT is a small collaborative team and the position is 100% remote.  Candidates must be comfortable with communicating on Teams video calls and chat regularly with other team members.  Must have a home internet connection that can support video calls throughout the day.     

Equipment

Smart IT provides employees with laptop, additional screen, mouse, keyboard, and headset.  A full discussion prior to the start date will take place to go through ergonomics and what might be required in your home to ensure a safe and well-equipped workplace.

Additional Information

This position is fully remote. Note that strong collaboration skills are required as all internal teams collaborate closely across multiple time zones. Our clients are spread across three time zones in Canada and our development team is in the United Kingdom. Smart IT does not sponsor foreign workers. 

Smart IT aims to set employees up for success in their role. Comprehensive training will be provided in the use of Odoo (the ERP we use internally and the software we implement for our clients) to support employees. We are a fast-growing company and we recognize that supporting learning and career development are integral to developing an effective and sustainable team. We are committed to supporting your professional development through career progression opportunities in the company, including training to be a junior functional consultant. 

We recognize that unchecked biases disproportionately impact marginalized people in our society, including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We are an equal opportunity employer, and strongly encourage applicants from people with these identities or other marginalized communities to apply. We appreciate that everybody has unique talents that make them valuable to a team. Even if you don’t meet 100% of the qualifications above, tell us why you would be a great fit for this role in your cover letter.

Interview and hiring process:

Please share a resume and cover letter in your application. Note that applications without a cover letter will not be reviewed. Only applicates selected for a screening interview will be contacted. The contact details for three professional references may be requested. 

An initial screening interview allows us to better learn about each candidate and their experience. 

If your experience matches what Smart IT is looking for in the role, you will be invited to a second interview with the Director of Smart IT. Note that a demo may be required as part of the hiring process. Smart IT recognizes the time and effort that goes into creating a demo for a potential employer, and will financially compensate candidates for any demo work done as part of the interview process. 

An additional short meeting with other team members without the Director present will take place, providing an opportunity for both parties to learn more in an informal setting. 

Successful candidates with be invited for an additional video call, where a job offer will be provided and a contract sent. Unsuccessful candidates will be informed of their application status via email. 

Note that Smart IT appreciates that applicants have other responsibilities outside of work. Please advise in your cover letter if your current responsibilities limit your ability to attend interviews during the standard 9-5pm PST business hours. Smart IT is willing to accommodate requests for interviews outside of standard business hours to match the availability of qualified candidates.