Customer Support Specialist (US Based)

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.

As a Customer Support Specialist, you are the face of CoLab to our customers. You will champion a consistent standard of excellence in helping our customers - no issue is too small or too complex, you will communicate and organize with all facets of the organization to determine the best possible results for our customers.

What you’ll do:

• Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
• Champion all aspects of the user’s experience, with a focus on clarity and speed
• Work to clarify and triage customer requests as quickly as possible
• Maintain a positive customer sentiment throughout the support process and escalate appropriately
• Consistently follow up with internal team on open issues
• Consistently and confidently triage and escalate requests to other internal teams in a timely manner
• Independently own the support process and decision matrix, completing retros and updating as necessary
• Assist in the gathering and reporting of quality and support related standard operating objectives and measures
• Ability to work non-standard hours to ensure we have coverage across the majority of our customers time zones

What you’ll need:

• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files
• Experience dealing with external customers in a technical support context for a SaaS web application
• Exceptional interpersonal skills with a broad range of external and internal teams
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
• Ability to communicate effectively and with empathy via phone, web conference, and in writing
• Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
• Experience with a ticket management system like Zendesk, Shortcut or Jira
• (Nice to Have) Experience managing and maintaining a customer-facing knowledge base
• This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance. For this reason, you'll need to have US citizenship and be physically located in the US.

The extra details:

• Compensation: This is a full-time, permanent position with a competitive compensation package that includes a stock options package.
• Benefits: This role offers health and dental insurance (covered at 100% for the employee) and unlimited PTO.
• Remote/Hybrid Work: Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within the west coast of the US.
• Success measured by: Response time to customer requests,  average handling time, first Contact Resolution.