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Customer Support Representative

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)

To apply for this job email your details to hr@growsafe.com