Customer Success Specialist - [JWA149]

Customer Success Specialist - [JWA149]

05 Jan
|
Kaiterra
|
Burnaby

05 Jan

Kaiterra

Burnaby

About Kaiterra



Buildings are responsible for nearly 40% of global greenhouse gas emissions. We also spend 90% of our time inside of them, breathing often unhealthy air.



At Kaiterra, we believe that our buildings can not only be healthy, but also energy-efficient, low carbon, and eventually carbon-zero.



That’s why we build innovative environmental monitoring devices, intelligent software analytics, and turn-key building integrations to help companies around the world transform their built environment.



Position Overview



We are looking for a passionate, customer-focused,

and detail-oriented individual with experience in Customer Success to join our growing team as a Customer Success Specialist! This role is full-time and remote-based, preferably in the PST-EST timezone.



As a Customer Success Specialist at Kaiterra, you will be the first point of contact for customers looking for assistance with our offerings, making sure they are having the best experience possible with our products, platforms, services, and support.



The Customer Success Specialist responsibilities include resolving customer queries and communicating with them in a timely manner. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software and comfortable with email, telephone, and video conferencing platforms.



Ultimately, you will help establish our reputation as a company that offers unparalleled customer support across all customer touchpoints.



Responsibilities



- Handle any incoming customer support inquiries from different funnels, including support tickets, live chats, emails, and telephone calls



- Help customers resolve questions or issues in a clear, concise, and timely manner



- Triage and escalate support inquiries to a customer success manager or other team members whenever necessary



- Execute product replacements and exchanges, and ensure all aftersales queries are correctly logged in our RMA systems



- Organizing and updating an internal knowledge base and external client support portals, such as our Support Center



- Report bugs or issues and share customer feedback to the CX team lead as well as other departments



- Assist with any other activities or initiatives that help improve the customer experience



Requirements



- 2+ years of experience in a Customer Support role, working primarily with B2B clients



- Experience in IT, SaaS, hardware/products, facilities, HVAC, or similar industry preferred



- Excellent problem solver with the ability to help customers with the technical setup of our products



- Empathetic, passionate, and patient, with a desire to help customers succeed



- Speaks English at an idiomatic level, with excellent verbal and written communication



- Efficient, organized, disciplined, and independent traits are a plus!



- Familiarity with our industry is also a plus!



========================================



You will be a great member of the Kaiterra family if you are also:



- Not afraid to take challenges and try different things



- Passionate about learning and improving your knowledge of our industry



- Driven, persistent, fun-loving, and ready to jump into the thick of things



- Taking ownership of problem-solving and delivering outcomes for our customers



- Mission-driven and want to make a real impact on our world and environment



Benefits: Paid time off, Work from home



Schedule: Monday to Friday, 40 hours, availability flexibility is a plus



Experience: Customer Success Roles in IT, SaaS, hardware industry: 2+ years (preferred)



Work remotely: Yes (North America)



Job Type: Full-time



Experience:



- customer service: 2 years (preferred)



Work remotely:



- Yes

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/21346380/customer-success-specialist-jwa149-burnaby/?utm_source=html

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