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Technical Support Specialist

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Company Overview

Allocadia is one of Canada’s fastest growing technology companies providing cloud software that gives CMOs and marketing teams a better way to manage their investments and marketing performance.

Job Summary

As a Support Specialist, you will get the opportunity to work on a wide range of issues from business user questions to complex technical investigations in Allocadia. You will work closely with the Professional Services, Product, and Customer Success teams. You will use your deep knowledge of the Allocadia platform and exceptional customer support skills to help customers get the most out of Allocadia.

Responsibilities and Duties

  • In a prompt, professional and knowledgeable fashion, research, answer and track all support tickets for Allocadia customers
  • Prioritize issues based on their severities, drive root cause analysis and ensure corrective actions are taken within support and product team
  • Maintain internal knowledge base for complex Allocadia implementations
  • Reproduce, verify and track product issues in bug tracking tool (JIRA)
  • Analyze reports and data to improve the customer experience from a support and customer services perspective
  • Assist Product team to identify key areas for product improvement
  • Identify and implement new tools, systems, processes, and metrics to implement for continual improvement of the support team and customer service experience
  • Must demonstrate working knowledge of information security, data privacy, and secure data handling processes and procedures
  • Able to work 8 hours per day Mon-Fri starting between 7am and 9am. Preference for candidates able to start earlier in the morning, however this is flexible.

Qualifications and Skills

  • Degree or diploma in Computer Science or Business/Marketing
  • New graduates are welcome to apply, 2+ years’ experience in client-facing services roles is an asset
  • Excellent verbal and written communication skills combined with outstanding customer support skills
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • A good understanding of software-as-a-service, marketing workflow, and are data savvy
  • Ability to present ideas in business-friendly and user-friendly language with very strong customer service orientation
  • Experience with databases or business intelligence platform for query and problem tracking
  • Knowledge of GoodData, Zendesk, and Salesforce an asset

What it’s like to work here

  • We are guided by our core values: #RunTogether, #RuntoWin, #RunSmart, #RunCreatively and #RunHealthy
  • Performance driven environment with an opportunity to work with passionate people who are focused on hitting company goals and personal goals
  • The team is here to build a world class SaaS company and do career defining work
  • Benefits & Perks include: Competitive extended health plan, $500 allowance towards professional development conferences, quarterly company events, standing desks, fresh fruit and snacks, a games room and a convenient downtown location close to Burrard and Waterfront skytrain stations

Posted: March 15, 2019
Closes: May 14, 2019
Company Info
51-200 employees

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About Allocadia

** We're growing and hiring! Check out our exciting career opportunities here: Allocadia Marketing Performance Management is planning, budgeting...