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Customer Support Specialist
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Job Summary
Radancy is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our customer success team, you will be responsible for providing exceptional support to our customers, ensuring their smooth use, adoption, and maintenance of our Talent Acquisition Platform.
Key Responsibilities
- Manage post-launch customer support for ongoing maintenance, change requests, and bugs/production issues.
- Foster strong relationships and communicate effectively with project stakeholders, including clients, internal Customer Success teams, and external partners.
- Provide product consultation to customers to determine solutions best suited for their needs.
- Work closely with delivery and product development teams to identify, report, and resolve product issues and requests.
- Manage the escalation of issues, when required.
- Develop product, technical and functional expertise across all areas of the business.
- Set up and maintain users, user profiles, workflow rules, and application settings.
- Conduct and/or assist with system enhancements, user application, and QA/UAT Testing
- Maintain accurate project documentation, including project plans, progress reports, and status updates.
Requirements
- Bachelor's degree in Communications, Computer Science, Business or equivalent work experience.
- 1-3 years customer or technical support experience.
- Bilingual – English and French.
- In-office 3-5 days per week aligned with team schedules.
- Passion for solving technical issues and a champion of great customer service.
- Ability to plan, organize, prioritize and independently solve problems, seeking help when necessary.
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
- Strong project management skills.
- Accountability and a sense of urgency.
- Knowledge of software development methodologies (Scrum, Agile, Waterfall, etc.).
- Experience with or exposure to JIRA, a basic understanding of HTML, CSS, JavaScript as well as XML and APIs are all a plus.
Radancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive.
