Swept
Discover
The Opportunity
Reporting to the Director, Customer Success, the Customer Support Coordinator is the voice of Swept to our users. The CSC is the first line of defense in delivering a consistent approach to supporting managers and cleaners who use Swept.
Through the management, triaging and tracking of all inbound support requests, the CSC will provide accurate and timely responses to customer questions, troubleshoot and validate user issues, log tickets, add and monitor feature requests and set client expectations throughout their communication.
What you'll do
Responsibilities
- Omni-channel support of customers using customer support systems (online chat / email / phone)
- Monitor and respond to questions, document frequently asked questions and create support articles to build a knowledge bank that is a key resource for the Swept user community.
- Work closely with product development to provide customer feedback and feature requests.
- Work closely with Quality Assurance to identify, escalate, and resolve any issues identified by customers.
- Manage the Swept support portal by gathering usage analytics, making recommendations for updates, and leading the documentation and publication of processes that are critical to our core customers.
- Master Swept so you can explain it to an 80-year-old.
What you'll need
Qualifications
Proficiency with the following software development technologies
- Email (Gmail)
- Word Processors (Microsoft Word, Google Docs)
- Spreadsheet software (Microsoft Excel, Google Sheets)
Competencies
- Teamwork and interpersonal skills - works across the organization, sharing information, providing support, and sharing credit. Understands and contributes to building a positive, supportive culture within the team.
- Attention to detail – Uses a detail-oriented approach to problem identification, information sharing, and customer issue resolution.
- Confidentiality – Approaches customer information and proprietary business information as confidential.
- Problem Solver - exercises independent judgement and decision making.
- Communication - Prepares and presents customer communication and resource materials using excellent written and verbal communication skills.
- Responsiveness - Responds quickly to the requests of internal and external clients, providing realistic expectations of others. Taking ownership to get things done.
What you'll bring...
- Previous experience in a customer support/service role is an asset.
- General knowledge of SAAS business and the role of customer support.
- Strong written and verbal communication skills.
- Ability to prioritize shifting client demands.
- Experience adapting to new technologies and a readiness to learn how to optimize existing technology.
- Adapt to changing priorities with enthusiasm.
- Ability to work independently and with a team.
We're looking for
Core Skills
A little bit about us
Swept
We are the leading field management software platform for the commercial cleaning industry. We connect SMB cleaning companies with their front-line staff (cleaners) and clients to increase the quality of the cleaning service and the retention of employees and customers.
Are you interested?
Work With Us
Based out of Halifax Nova Scotia, Swept builds software for the janitorial industry. Our technology is designed specifically for commercial cleaning managers and their cleaners. We develop mobile and web-based solutions that help eliminate common mistakes from happening, preventing issues before they turn into customer problems.
We have attended 500 Startups in Silicon Valley and were selected as 1 of 15 companies to attend Metabridge in BC this past June.
Come join our team and we'll provide you with an amazing opportunity to work on some of the most challenging problems the software industry has to offer.