Bilingual Customer Support Specialist (En/Fr) - Salus Technologies Inc

Who"s SALUS?

At SALUS, we spearhead a safety revolution in the construction and labor industries with our advanced SaaS platform. Designed to digitize safety workflows, our platform combines a web app for real-time operational monitoring with powerful reporting capabilities, alongside a mobile app optimized for high adoption among field-level workers.

About SALUS

SALUS is a VC-backed startup known for its dynamic culture and strong customer base across North America. We are committed to enhancing safety compliance with cutting-edge technology and are poised for significant growth.

Role Overview

What You"ll Do

• Customer Interaction: Manage customer inquiries, providing timely and accurate solutions through various support channels (phone, email, chat & periodically virtual meetings).

• Issue Resolution: Conduct discoveries to thoroughly understand and troubleshoot customer complaints, manage bug reports, and work closely with the development team to ensure technical issues are resolved promptly and communicated back to customers.

• Support and Guidance: Offering guidance, configuration or optimization advice for users utilizing SALUS' platform, enhancing overall customer satisfaction.

• Feedback Analysis: Track and analyze customer feedback to identify trends and recurring issues, using insights to drive product and service improvements.

• Educational Initiatives: Identify & develop training and educational materials based on customer interactions, helping users better understand and utilize our platform.

What You Bring

• Technical Proficiency: You are adept with various software platforms and quickly adapt to new technologies.

• Problem-Solving Skills: You excel in being solution focused with a problem solving mentality. You are able to explore issues collaboratively and to ask questions and find solutions quickly. This is not a copy & paste a response type of support experience!

• Communication: You possess strong empathy and patience, enabling you to explain complex concepts clearly and concisely.

• Customer-Centric Mindset: With experience in customer-facing roles, you are dedicated to providing top-tier customer service.

• Innovative Spirit: Passionate about modernizing the construction industry, you are eager to contribute to transformation through innovative customer support solutions that need your feedback for development.

Qualifications

• Bachelor"s degree or diploma in a technical discipline such as computer science or engineering, or equivalent experience
• 1-3 years of experience in a technical product support role
• Experience working with different users at all levels of technical proficiency and seniority levels
• Strong written & verbal communication skills, English & french fluency is a must
• Knowledge and working experience with the following applications or similar: Zendesk, Google Suite, Slack, Video Conferencing Platforms (e.g. Zoom).
• Works to SLAs, self-motivates and plans work, takes ownership and communicates any issues effectively.
• This is a remote role, with opportunity to meet in person up to once per quarter to collaborate with fellow team members.
• Able to work flexible hours as needed, with core hours being 7AM - 3PM EST

Bonus if you have:

• Experience working with tech in the construction industry

• Experience analyzing reported issues using tools such as DataDog or other log aggregation and reporting tools such as RollBar, Splunk, or New Relic.
  
  

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