Customer Support Representative

GrowSafe (now Vytelle) is seeking a first line Customer Support Representative to join our Technical Services team, leading and executing the day to day support of our client’s software and hardware products to ensure a high quality of customer service.  As a Customer Support Representative, you will act as a liaison to our clients. Providing remote services and resolve any emerging problems that our customer might face with our products and services.

Key Job Responsibilities

• Act as the primary point of contact for clients post installation
• Provide remote support and maintenance of end user device hardware and software
• Support through email, remote desktop, telephone and call back requests
• Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback and improvements
• Coach clients in their onboarding journey and how to best utilize our hardware and software
• Support with client adoption of new features and functionality
• Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
• Manage the Support Centre and ensure it stays up to date
• Participate in the creation, implementation and maintenance of client-facing presentations and documentations
• Maintain an in-depth understanding of products and services
• Create, update and maintain service call interactions with clients

Requirements / Qualifications

• Experience with MS Office (Outlook, Excel, Word, etc.)
• Tech savvy
• Ability to collaborate and build strong relationships with clients at an operational level
• Experience working with remote teams to achieve common goals and client outcomes
• Passion for client success
• Experience in a customer support role
• Excellent communications skills; your writing is clear, concise, empathetic and typo-free
• Take ownership of your work, and proactively identify and address issues and opportunities
• Able to work full-time hours
• Secondary School Diploma required
• Drivers licence (class 5)
• Valid passport and the ability to travel internationally
• Cattle knowledge and exposure (cattle feeding background and or experience is desired)