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Full-time Email Us Technical Support Specialist (chat/email)

at Kaskade Solutions Inc. (Anywhere)
Published at Oct 16, 2021

At Kaskade, we pride ourselves on empowering clients through a series of multi-level business solutions - strong building blocks that drive and sustain growth. Our team combines innovative tools and techniques to deliver targeted solutions that meet every business need.
We are looking for full-time Technical Support Specialist (Chat/Email)
As a Support Product Specialist you will not only support the customer experience but the support team as a whole with your technical knowledge, product understanding and in-depth system workflow expertise. This role will be a key player in both improving the employee and customer experience via a deeper understanding and focus on process improvement.
Provide a world class experience to all current customers who are in need of support, troubleshooting, inquiries, concerns, product knowledge and adoption.
Mentor and assist the customer support team with email and chat-- specifically those more technical in nature and those that require a deeper product knowledge.
You will take the lead on more technical inquiries and in coaching the team on more technical issues.
You will work with leaders of the support team on system consolidation, process refinement and workflow improvements.
You will study our products and develop an in-depth knowledge of its inner workings.
You will aid in training and knowledge base development as well as internal documentation.
Focus on results. Obsess over their success. Design solutions.
Help to identify internal obstacles and pain points and design solutions.
Manage priorities and tasks efficiently in a high intensity environment, always looking for ways to work smarter, not harder.
Develop creative and lasting value based solutions to retain and renew customers, increasing the effectiveness of our platform and the customers delight in its impact on their business.

Experience as a Technical Support Specialist or similar CS role
Familiarity with website and domains is a PLUS
Understanding of how CRM systems work
Excellent communication and problem-solving skills

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