Technical Support Specialist - Customer Success

Reports to: Director, Services & Support

Works with: Customers, Sales, Development, Product, Marketing

Level: Junior to Intermediate

Location: Ottawa, ON or Rest of Canada (remote work)

You excel at solving complex problems, and understanding data in all its amazing forms.The thought of writing a formula to aggregate data puts a smile on your face. You are patient and thorough when explaining solutions and happy to work with customers via email. You’re an analytical and creative problem solver. Acronyms like JSON, XML, APIs, and SQL are all familiar to you. Experience with BI tools is a plus.

Role

Become a key contributor to the Klipfolio Technical Support team. The team primarily uses email to answer customer questions about using the software, investigate data issues, research API endpoints, and write complex formulas to help aggregate customer data. Every question and every day brings on new challenges

Key responsibilities:

  • Help customers use and maximize their experience with our software
  • Research, master and deliver results from APIs such as Facebook, LinkedIn, Google Analytics, Twitter, HubSpot, Salesforce and a multitude of other common, uncommon and custom web services
  • Solve customer issues through our ticketing system
  • Escalate systemic issues to the right team(s) for resolution
  • Investigate and reproduce software issues
  • Be a Klipfolio product expert

Required Skills:

  • Aptitude for learning new software
  • Strong oral and written communication skills
  • Problem-solving proficiency with a very strong attention to detail
  • Experience working with SaaS or cloud-based software tools
  • Experience working with Klipfolio or other BI or dashboarding applications a plus
  • Experience with a support team is a nice-to-have
  • Experience with customer interactions
  • Strong technical skills, including knowledge of web APIs (REST)
  • Experience with CSS, HTML, JavaScript, SQL, scripting languages such as Python are a plus
  • A STEM background and/or education in Computer Science, Analytics, Business and Technology

Send your resume to careers@klipfolio.com. Ensure the subject line of your email contains "Customer Success - Technical Support".

If you are selected for an interview, you will be contacted within a week or two to confirm a date and time.

Want to get ahead of the competition? Show off what you can build in Klipfolio!

Klipfolio is a fast growing early stage SaaS company with a proven product and an ambitious vision. Since our Series B funding of $12M in Jan 2017, we now have 10,000+ clients, spanning over 80 countries.

Imagine a world where every team has real-time access to the metrics they need to continually improve and optimize their business each and every day.

Imagine no more because at Klipfolio we have developed a real-time cloud based dashboard solution for teams who want to continuously monitor the health of their business.

klipfolio health benefits
Great Health Benefits
klipfolio employee stock option
Employee Stock Option Plan
klipfolio competitive salaries
Competitive Salaries
klipfolio 3 weeks vacation
3 Weeks Vacation
klipfolio flexible work hours
Flexible Work Hours
klipfolio fitness benefit
$600/Year Fitness Benefit
klipfolio free snacks and drinks
Free Snacks and Drinks
klipfolio pet friendly
Pet Friendly
klipfolio - active social commitee
Active Social Committee
klipfolio - parental leave
Parental Leave
klipfolio christmas
Christmas - New Years Shut-down
klipfolio bike clinic
On-site Bike Clinic