Technical Support Representative - Pacific Time Zone

About this role

<p>Hey there! We’re ContactMonkey 👋</p> <p>Our mission? To power measurable employee engagement worldwide. And we’d love for you to join us!</p> <p> </p> <p><strong>About the job</strong></p> <p>Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses answering product queries, troubleshooting email delivery issues, and escalating complex concerns to the appropriate teams, ensuring seamless communication and client satisfaction.</p> <p>In this role, you’ll report to the <strong>Head of Support</strong> and work towards a shared goal of delivering best-in-class global service to our clients. You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback.</p> <p>This position will be fully remote, covering the Pacific Time Zone.</p> <p> </p> <p><strong>Your impact</strong></p> <p> </p> <ul> <li><strong>Delight Clients</strong>: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations</li> <li><strong>Contribute to Team Excellence</strong>: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience</li> <li><strong>Relationship Building</strong>: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service</li> <li><strong>Collaboration</strong>: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency</li> </ul> <p> </p> <p><strong>About you</strong></p> <ul> <li>You are a maven in customer support, driven by client satisfaction and product adoption</li> <li>You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment</li> <li>You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information</li> <li>You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently</li> <li>You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions</li> <li>You are patient, personable, and have a great sense of humor. You thrive on winning together as a team</li> </ul> <p> </p> <p><strong>How you can stand out </strong></p> <ul> <li>You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues</li> <li>You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc</li> <li>You have experience with AI, are able to effectively prompt, interpret, and humanize responses </li> <li>You are proficient with HTML and JSON analysis</li> </ul> <p> </p> <p><strong>What we bring to the table </strong></p> <p><strong>🏥 </strong>100% employer-paid benefits + a Health Spending Account from day one </p> <p>🌎 Work from anywhere in the world for up to 4 weeks</p> <p>💰 Stock option plan-own a piece of our success</p> <p>🏝 Generous vacation package to recharge and relax</p> <p>📚 Personal development budget to fuel your growth</p> <p>🧖 One personal day and one volunteering day to give back to the community </p> <p>🎂 Your Birthday off—celebrate on us!</p> <p>🍎 Five health days per year to stay at your best</p> <p> </p> <p><strong>Compensation & Work Details</strong></p> <p>The base salary range for this role is $55,000 - $65,000 CAD. Compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity.</p> <p>We’re always happy to answer questions about compensation throughout the hiring process.<br><br>This is a backfill position that will support the Pacific Time Zone and will be fully remote.<br><br></p> <p><strong>Who We Are </strong><strong><br></strong><br>Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. Brands like IKEA, Roku, KMPG, and countless others are using our solution to transform employee engagement.</p> <p>Our all-in-one platform—featuring a drag-and-drop email builder, engagement tools, and…