GoCanvas
Full job description
- 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
While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.
South Africa Benefits:
- Competitive Compensation
- Medical plan
- EAP Program
- Remote working flexibility
- 3 days Family Responsibility Leave
- 12 Days Sick Leave
- 15 Days Vacation Leave
- 13 Company-Paid Holidays
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!
If you need special assistance or an accommodation while seeking employment with us, please email recruiting@gocanvas.com or call: (703) 547-8588.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas in South Africa.
This role is a #LI-Remote opportunity.
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