Customer Support Specialist (Remote in British Columbia)

Who We Are Recollective Inc. is the leading provider of online research software for conducting qualitative research studies and fostering strategic customer insight communities. Launched in 2011, Recollective is recognized at number eight in the 2023 GRIT50 ranking of the world’s top fifty most innovative suppliers in the market research industry. Thousands of the world’s most innovative market research agencies and enterprises choose Recollective. As a fast growing tech company headquartered in Ottawa, Canada, we have very ambitious goals and we’re not slowing down. We like to dream big, get things done and have fun while doing it. Interested? Apply today! Find out more about us and our story here! Who You Are As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers. You will interact with customers every day by email, phone or live video session to provide technical consultation support. That might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs. If you love problem solving and take pleasure in delivering exceptional service, we invite you to take the first step in applying for this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn more about the job to ensure this is the right step forward in your career path. Role Responsibilities • Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform • Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required • Assist customers in achieving successful outcomes with Recollective through project reviews and tailored guidance. • Provide discrete in-app support during live research sessions for customers • Document customer experiences and formal feedback • Support and collaborate with Recollective's product and sales teams • Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed Required Skills and Experience • Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately • This role requires strong written and verbal communication skills in English. Preference will be given to candidates who are also fluent in Spanish or French • Candidates must be able to demonstrate a minimum of 2 years experience working in a customer-facing role • A post-secondary degree or diploma in any field of study would be preferred • Ability to empathize with the customer and provide an exceptional support experience • Experience leading live video and screen sharing sessions is an asset • Self-starter that is able to work unsupervised, effectively and committed to continuous learning Location This position is open to all applicants located in British Columbia and willing to work within the Pacific Time Zone. While we welcome applications from across the province, we have a strong preference for candidates located in or near the Greater Vancouver Area. The working hours for this role will alternate between 9:00 AM - 5:00 PM (PDT) and 11:00 AM - 7:00 PM (PDT), with the majority of work hours falling within the 9:00 AM - 5:00 PM (PDT) timeframe. ________________________ Working at Recollective Some people excel in a more formal hierarchy, with a precise job description, a standard 9-5 routine or an environment where your path forward is pre-defined in a traditional way. This is not that kind of place. At Recollective, everyone is a driver - there are no passengers and no excuses as we continue to build our company together. If you are customer-obsessed, inspired to find your own new challenges and opportunities, energized by fast-paced change, and driven to blaze our own trail…you will love it here. Our Core Values Our core values serve as our compass, helping us maintain our corporate culture by hiring candidates with aligned values, shaping our programs and policies, and guiding our actions and decisions. Read more about each of our core values below: • Transparency • Drive • Excellence • Humanity • Team Here is what else you can expect when joining Recollective in this role: • We offer competitive compensation and reward people based on performance • Comprehensive health benefits including a generous healthcare spending account (Health, dental, vision etc.) • 3 weeks' vacation, 3 paid personal days each year, and a flexible statutory holiday policy • Generous Group RRSP matching and much more.. _________________________________________________________________________ Recollective is an equal opportunity employer and welcomes applications from all qualified individuals including women, Indigenous peoples, people with disabilities and racialized people, people from gender and sexually diverse communities. We want to be sure that everyone is able to participate fully and equally in our selection process. If you are selected for an interview, please let us know if you require any special accommodation. Recollective is committed to protecting our job applicant's personal information. We gather, store and handle data fairly, transparently and with respect towards individual rights. By applying, you declare that you have read, understand, and consent to our Job Applicant Privacy Policy. We would like to thank all applicants for their interest in our company, however, only those candidates selected for an interview will be contacted by our Talent Acquisition team.