Remote Technical Support Specialist Job Vacancy at GoCanvas

The Role, Technical Support Specialist
-This position is based in South Africa & required working hours are 3PM-11PM SAST.
 

GoCanvas is an all-in-one digital solution platform that helps businesses digitize their field operations by transforming paper-based workflows and forms into customizable, mobile-friendly digital processes that can be managed from anywhere. Our mission is to revolutionize how businesses collect and manage data, driving efficiency and productivity through innovative technology across multiple industries (think: construction and manufacturing, just to name a couple of our hot industries today). 

GoCanvas is looking for a creative, passionate and client-focused Technical Support Specialist to join our Customer Support team to assist supporting our GoCanvas product. You will be reporting to the Manager of Customer Support, your mission will be to support potential and existing subscribers via chat, phone and/or email, from resolving technical issues to changing passwords and answering questions about our product’s features.

This is an incredibly meaningful role at GoCanvas as you not only help accelerate our customers’ time to value deploying GoCanvas apps on our platform, but you also serve as a brand ambassador and impact on our subscribers’ overall satisfaction.

Learn more about our product below!

Your Most Important Initiatives:

• Work with clients via chat, phone and/or email for technical issues
• Forge collaborative working relationships with internal teams such as product, development, customer success, and professional services
• Provide clear and constructive product feedback to product management based on customer requirements
• Help to document best practices in developing and deploying GoCanvas
• Stay informed and knowledgeable regarding our new operating system (iOS and Android) releases
• Document found issues and steps to reproduce
• Review crash reports from mobile applications
• Investigate issues reported by customers
• Develop and execute automated/manual test procedures

What Success Looks Like:

• Responding to new support cases across all channels within set SLA hours
• Working with our Customer Success team to help maintain a high NPS score
• Resolve all cases within 72 hours
• Working with the GoCanvas Community manager to help produce technical content

What You Bring:

• Knowledge of mobile applications
• 1 + years of relevant work experience in a customer service-oriented environment or a genuine interest in getting into the tech field
• A passion for customer satisfaction
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
• The technical ability to quickly learn a product
•  Strong communication skills to convey complex technical information to our clients. 
• A confident and engaging personality that shines over the phone
• Ability to exercise your empathy muscle when dealing with clients of varying technical aptitudes
• Self-motivation to not only become an individual leader but a team player ready to establish GoCanvas as a globally dominant force (hint: a strong work ethic will take you far!)
• Highly effective written and verbal communication skills
• Ability to work independently, manage workload effectively and stay focused under pressure
• Ability and Cleverness in troubleshooting technical issues at a high level to determine the appropriate path to resolution
• Good research and software testing skills

What GoCanvas Brings:

We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work.