Job Description

(This role is not remote and limited to Ottawa, Canada)

Benbria\'s mission is to help hospitality, travel, retail and healthcare organizations be loved by their customers and employees alike. Benbria helps brands build meaningful relationships through the use of real-time experience management technology and modern techniques including omni-channel messaging and feedback capabilities.

Benbria is a leader in real-time experience management, helping the world\'s most customer-centric brands deliver a superior experience that goes above and beyond their competitors. Using a variety of channels of engagement, the Loop Experience Platform enables brands to capture feedback and insights related to customer experience including loyalty, satisfaction and effort, engage with customers to recover, and motivate frontline employees to improve operations, reduce customer churn and increase loyalty.

With over 15 years of experience in over 20 countries and a network of partners, Benbria offers both global reach and local expertise in a variety of industries.

Benbria is seeking a mid-level Customer Support Specialist to join our team in Ottawa, Ontario. This role will provide world-class technical customer support to ensure the overall success of customers in multiple time zones. Working with a team of Benbrians, the successful candidate will delivery superior technical support for customers.

Responsibilities

• Answer customer questions through multiple channels including email, phone and chat.
• Review and respond to all software and hardware incidents as reported by customers.
• Capture and fulfill any required changes related to customer deployments.
• Capture ongoing problems related to incidents and perform root cause analysis for triage.
• Evaluate the product by testing its capabilities in an on-going manner.
• Determine and report on platform capabilities and restrictions.
• Collaborate with other technical team members to provide exceptional customer service.
• Work with engineering to identify defects and provide recommendations for a solution.
• Curate Benbria\'s Help Center to ensure it is kept up to date and create articles to reflect newly released product features such that customers are able to stay informed.
• Manage Benbria\'s fleet of survey feedback kiosks remotely using Mobile Device Management (MDM) tools.
• Maintain Benbria\'s hardware test harness including multiple kiosk operating systems and form factors.
• Proactively monitor enterprise integrations for specific customer deployments.

• Strong communication skills both oral and written.
• Technically savvy with project management experience.
• The ability to convey complex, technical concepts to external stakeholders in a relevant and contextual manner.
• Experience troubleshooting issues and achieving solutions.

• Exposure to IT Service Management (ITSM) and related (IT Infrastructure Library) ITIL training and best practices.
• Working knowledge of Customer Support tools such as Zendesk.
• Working knowledge of Agile Project Management tools such as Jira.

• A minimum of 1 year of relevant work experience in a customer-facing technical support role.
• Experience supporting Business-to-Business (B2B) technology for organizations of all sizes.

Benbria