Note: The job is a remote job and is open to candidates in USA. Granum provides software solutions for landscapers and arborists. The Customer Support Specialist (T1) handles tier 1 customer inquiries, troubleshoots technical issues, escalates bugs, and contributes to support processes and knowledge-base content.
Responsibilities
- Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
- Directly troubleshoot customer issues and resolve them by implementing attainable solutions
- Evaluate and escalate bugs to development as they come to your attention inside the product
- Provide feedback to develop support processes. Your input will ultimately add value for our customers
- Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation)
- Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
- Work cross-functionally with other members within the organization
Skills
- A bachelor's degree or equivalent experience
- Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
- Ability to apply sound judgment and product knowledge to deliver timely solutions
- Fast learner with a track record of mastering new technical tools and systems
- Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
- Previous experience in a high-volume support/customer service role
- Analytical mindset with strong research and problem-solving skills
- Applicable technical writing skills
- The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner
- The ability to multitask and prioritize trouble tickets as they come in
- Clear and concise communication skills
- A strong growth mindset and a desire to learn
- A natural puzzle solver
- Candidates must have proper work authorization to work for any employer in Canada or the U.S, without sponsorship from the company
- Previous experience working for a SaaS startup
- Experience with ticketing systems like Intercom
- Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)
Benefits
- Remote work across the US and Canada.
- A team culture that’s all about collaboration, support, and having fun while making a real impact every day.
- In the U.S., comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more.
- In Canada, an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage.
- 401(k) matching for U.S. employees.
- RRSP matching for employees in Canada.
- Tailored career development conversations and support for tools, courses, and resources.
- Unlimited Paid Time Off.
- Paid company holidays.
- A company-wide winter break from December 24 to January 1.
Company Overview