Job Description
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
