Greenhouse is looking for a Technical Support Specialist to join our team!

As customer-facing product experts, our Technical Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. You'll be a part of a team that has a high bar for customer happiness and strives to help our customers transform the way they hire.

Often cited by our users as the "best thing about Greenhouse", Technical Support Specialists work with our Customer Success, Product, and Engineering teams to provide a level of support that best helps our stakeholders. This unique opportunity puts you in the best position to have insight into the product roadmap, manage expectations for future releases, and elevate our customers' experience with Greenhouse.

This role will be required to work 9am - 6pm PT

Who will love this job

• An advocate – you thrive on engaging with our customers, working hard to help them succeed
• A problem solver – you creatively find solutions and discover workarounds using the resources available
• A wordsmith – you communicate clearly, concisely, and with a friendly tone
• A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction
• An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization
• A self-motivated individual – you excel in environments where you have the autonomy to make decisions and take initiative

What you’ll do

• Serve as first point of contact for all technical support communications – primarily but not limited to email and online chat – to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately
• Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution
• Expand your knowledge of our products and technical skills via both training and practical experience
• Provide recommendations for continuous product and process improvement
• Additional projects and responsibilities as business needs require

You should have

• 2+ years customer-facing work experience on both email and live chat channels
• Comfort supporting a live video support experience
• Experience using Zendesk, strongly preferred
• SaaS experience
• Excellent problem-solving and analytical skills
• Proven perseverance when resolving customer requests
• A passion for learning and sharing knowledge with others
• Excellent written and verbal communication skills with the ability to convey complex information to technical and non-technical audiences
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time.

For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company.

The national pay range for this role is $57,300 - $66,600 CAD. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

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