Customer Support Representative

Customer Support · Kitchener, Ontario
Department Customer Support
Employment Type Full-Time

Customer Support Representative

Remote - Kitchener, ON


Encircle is leading the $2 trillion dollar property and casualty insurance industry out of the dark ages of pen and paper processes, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals around the world to process claims faster.  We’re a remote-first company with a collaboration hub located in the heart of downtown Kitchener. We’re looking to add new members to our all-star team as we continue to grow and scale!


About the Role

We're looking for a friendly, calm and collected, tech-savvy Customer Support pro to help us provide game-changing results and directly impact the day-to-day business of some of the largest brands in the restoration and insurance industries.


What You’ll be Doing:


  • Proactively resolve customer support requests and issues via email and phone
  • Solve issues by listening, understanding the problem and working with the clients to achieve their goals
  • Be an expert Encircle user to teach and coach best practices
  • Create and update Zendesk cases with all appropriate information pertaining to your customer interactions
  • Track and monitor bugs with development to keep clients updated and set expectations
  • Provide the product team with feedback on improvements and new features
  • Working closely with cross-functional teams including Marketing, Operations, Product, Success and Sales to solve customer issues
  • Create and update training and support modules for clients and the team
  • Position requires some on-call duty on a rotating basis
  • Handle Escalated cases from clients and internal issues in a professional manner


What You’ll Bring:

  • 3 years experience in customer support role
  • SaaS and B2B experience preferred
  • Must have a strong sense of empathy.  Customers may be frustrated, repeatedly ask the same questions.  You must be able to connect with the customers problem
  • Intelligent, Energetic, Tenacious and determined with a ‘can do’ attitude
  • Proficient in MS Office and familiar with CRM and sales enablement tools
  • Strong attention to detail and excellent time management skills
  • Strong verbal communication and writing skills
  • Creative problem solver that isn’t afraid to do what it takes to make clients successful
  • Experience with Zendesk and SalesForce an asset
  • Experience/knowledge of the restoration or insurance industry is a plus

Hours

Rotating shifts Monday – Friday 9:00 AM – 6:00 PM

Rotating On Call Hours Monday - Friday Evenings and Weekends


Reporting

The Customer Support Representative will report to the leader of Customer Enablement


Encircle is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability. Encircle is committed to a fair and inclusive work environment. We will endeavour to accommodate the needs of qualified applicants in all parts of the hiring process.

 

At Encircle, we VALUE the team we’re building!

  • Define your own BALANCE - we want our team to take the time they need with flexible work arrangements, and self-managed vacation time, so they're well-rested and energized.
  • Work where you WORK BEST - we invest in creating both a comfortable work-from-home environment for our employees with the flexibility to join us in our co-working space (collaboration hub) in downtown Kitchener.
  • We are PEOPLE-FOCUSED and our success is achieved through a culture of collaboration, trust and transparency.
  • Choose your path and we’ll support your continued GROWTH along the way.
  • Your personal WELL-BEING is important to us and we’ll provide the support you need to bring your best self to work every day. 


Thank You

Your application was submitted successfully.

  • Location
    Kitchener, Ontario
  • Department
    Customer Support
  • Employment Type
    Full-Time