Technical Customer Support Advocate
Remote
Canada
CA$44,759 - CA$56,040/yearly
Mid Level
Top Benefits
Remote-first work anywhere in Canada
Flexible work hours, no set schedule
Unlimited Responsible Time Off
About the role
Who you are
- You are a person with a knack for understanding how things work and are motivated by helping our customers achieve the best version of themselves
- We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives
- 2-3 years of experience in a customer-facing role providing services and consulting on a variety of technical matters, preferably in a SaaS environment
- Confidence troubleshooting both web and mobile software applications
- Familiarity with Jira is a plus
- Integration experience with NetSuite, Quickbooks Online, and Microsoft is a plus
- Experience with card management, KYC processes, and fraud, as well as third-party global financial platforms like AirWallex, is also a plus
- Exceptional communicator with a demonstrable ability to make complex concepts easy for everyone to understand
- Naturally curious and driven to explore new things
- Experience with and a demonstrable passion for advocating for customer needs to other internal teams
- High level of emotional intelligence with the ability to resolve conflict and de-escalate escalations wherever they arise
- For customer-facing roles, maintains an up-to-date LinkedIn profile and ensures it is refreshed upon joining, to reflect their role at Procurify and help maintain a consistent, professional presence across our GTM team
What the job involves
- Procurify is looking for a tech-savvy, empathetic, and curious person who is passionate about customer experience and support
- As a valued member of our team, you'll build relationships internally and externally while advocating for our customers
- Support all inbound technical questions and best practices through chat, email, and video calls—your goal will be to provide an effortless, efficient user experience!
- Follow through with each and every customer from problem to solution—never settle for seeing things less than end-to-end
- Be a customer advocate to ensure product feedback is passed to the product and engineering teams
- Identify, reproduce, and document bugs for the development team to address
- Be an expert with all of Procurify’s features and functionality, including integrations
- Be a contributor to our knowledge base and a champion for self-serve resources
- Handle escalations and act as an expert on more advanced technical issues
- Work as a cohesive team, think outside the box, and contribute to areas of the business to drive a better user experience and improve operational efficiency
- Take on project work outside of support tickets to help build a better user experience both internally and externally
- Write and edit Knowledge Base articles for product functionality
Benefits
- Remote-first: As a remote-first organization, our team can work anywhere within Canada
- Flexible work hours: We don’t have set hours. You have the flexibility to work on the schedule that works for you and your team
- Unlimited RTO: We know there’s more to life than just work, which is why we offer unlimited Responsible Time Off for all of our team members. We encourage our team to take breaks and unplug
- Health benefits: We prioritize our team’s health and wellbeing. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account
- Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program
- Financial wellbeing: We provide Wealthsimple programs and access to financial advisors to support our team’s diverse life goals
- Training and development: Personal and technical growth are things that we value, so we provide access to Pluralsight, Masterclass, and progressive career matrices
- Tech setup: We make sure our team is equipped with the right tools and tech to set them up for success from Day One
- Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns
- DEI initiatives: We run a diversity, equity, and inclusion roundtable monthly where we host guest speakers and tackle the topics that matter
- Referral program: It’s all about who you know. Our grand prize for our Referral Bonus Program is a bucket list vacation for two!
About Procurify
Software Development
51-200
Procurify is the Intelligent Spend Management company. We’re on a mission to give all organizations unprecedented visibility and control over their business spend. By bringing more spend under management in one procure-to-pay solution, our customers capture unified spend data that can be harnessed to realize millions of dollars in time and cost savings.
Named the #1 Purchasing Leader by G2, Procurify is trusted by hundreds of customers worldwide to manage over US$30 billion dollars of organizational spend. We integrate with major ERP accounting systems such as NetSuite and QuickBooks Online.
Take control of spend today.
Technical Customer Support Advocate
Remote
Canada
CA$44,759 - CA$56,040/yearly
Mid Level
Top Benefits
Remote-first work anywhere in Canada
Flexible work hours, no set schedule
Unlimited Responsible Time Off
About the role
Who you are
- You are a person with a knack for understanding how things work and are motivated by helping our customers achieve the best version of themselves
- We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives
- 2-3 years of experience in a customer-facing role providing services and consulting on a variety of technical matters, preferably in a SaaS environment
- Confidence troubleshooting both web and mobile software applications
- Familiarity with Jira is a plus
- Integration experience with NetSuite, Quickbooks Online, and Microsoft is a plus
- Experience with card management, KYC processes, and fraud, as well as third-party global financial platforms like AirWallex, is also a plus
- Exceptional communicator with a demonstrable ability to make complex concepts easy for everyone to understand
- Naturally curious and driven to explore new things
- Experience with and a demonstrable passion for advocating for customer needs to other internal teams
- High level of emotional intelligence with the ability to resolve conflict and de-escalate escalations wherever they arise
- For customer-facing roles, maintains an up-to-date LinkedIn profile and ensures it is refreshed upon joining, to reflect their role at Procurify and help maintain a consistent, professional presence across our GTM team
What the job involves
- Procurify is looking for a tech-savvy, empathetic, and curious person who is passionate about customer experience and support
- As a valued member of our team, you'll build relationships internally and externally while advocating for our customers
- Support all inbound technical questions and best practices through chat, email, and video calls—your goal will be to provide an effortless, efficient user experience!
- Follow through with each and every customer from problem to solution—never settle for seeing things less than end-to-end
- Be a customer advocate to ensure product feedback is passed to the product and engineering teams
- Identify, reproduce, and document bugs for the development team to address
- Be an expert with all of Procurify’s features and functionality, including integrations
- Be a contributor to our knowledge base and a champion for self-serve resources
- Handle escalations and act as an expert on more advanced technical issues
- Work as a cohesive team, think outside the box, and contribute to areas of the business to drive a better user experience and improve operational efficiency
- Take on project work outside of support tickets to help build a better user experience both internally and externally
- Write and edit Knowledge Base articles for product functionality
Benefits
- Remote-first: As a remote-first organization, our team can work anywhere within Canada
- Flexible work hours: We don’t have set hours. You have the flexibility to work on the schedule that works for you and your team
- Unlimited RTO: We know there’s more to life than just work, which is why we offer unlimited Responsible Time Off for all of our team members. We encourage our team to take breaks and unplug
- Health benefits: We prioritize our team’s health and wellbeing. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account
- Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program
- Financial wellbeing: We provide Wealthsimple programs and access to financial advisors to support our team’s diverse life goals
- Training and development: Personal and technical growth are things that we value, so we provide access to Pluralsight, Masterclass, and progressive career matrices
- Tech setup: We make sure our team is equipped with the right tools and tech to set them up for success from Day One
- Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns
- DEI initiatives: We run a diversity, equity, and inclusion roundtable monthly where we host guest speakers and tackle the topics that matter
- Referral program: It’s all about who you know. Our grand prize for our Referral Bonus Program is a bucket list vacation for two!
About Procurify
Software Development
51-200
Procurify is the Intelligent Spend Management company. We’re on a mission to give all organizations unprecedented visibility and control over their business spend. By bringing more spend under management in one procure-to-pay solution, our customers capture unified spend data that can be harnessed to realize millions of dollars in time and cost savings.
Named the #1 Purchasing Leader by G2, Procurify is trusted by hundreds of customers worldwide to manage over US$30 billion dollars of organizational spend. We integrate with major ERP accounting systems such as NetSuite and QuickBooks Online.
Take control of spend today.