Customer Support Analyst, Clariti
Mid Market
$65-90k
Permitting & licensing software
Be an early applicant
Permitting & licensing software
101-200 employees
Be an early applicant
$65-90k
101-200 employees
Company mission
To help governments of all sizes deliver exceptional experiences.
Role
Who you are
- Customer-Centric: You are passionate about delivering top-notch customer service and have a proven track record of going above and beyond to support customers
- Detail-Oriented: Impeccable attention to detail is second nature to you, ensuring accurate and thorough handling of customer issues
- Empathetic Communicator: You possess excellent written and verbal communication skills, with the ability to convey technical information in a way that is easily understood by non-technical customers
- Results-Driven: You focus on achieving outcomes and are dedicated to resolving issues and improving the customer experience
- Adaptable Problem-Solver: You can quickly analyze and solve technical problems, and are comfortable seeking guidance from senior team members when necessary
- Team Player: You thrive in a collaborative environment and are a self-starter with excellent time-management skills. You are also highly coachable and open to learning
- Education: Bachelor’s degree required
- Experience: Minimum of 2+ years in Client Relations, Account Management, Customer Success, Technical Support, or Customer Service (preferably in the SaaS domain) with a proven track record of meeting and exceeding goals
- Skills: Experience in SaaS customer service or sales is ideal. Familiarity with CRM systems, strong multi-tasking abilities, and experience communicating with various levels of an organization are preferred
- Who you are: You are dependable, detail-oriented, and highly organized. You excel at saying “I don’t know, but I will find out” and consistently follow through to provide accurate answers for clients
What the job involves
- As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers.
- Your role will focus on ensuring a seamless and satisfying customer experience by addressing technical issues and providing insightful solutions.
- Reporting to the Technical Support Manager, you will play a pivotal role in maintaining and enhancing our customer relationships, making you the go-to person for handling and resolving customer cases
- Customer Interaction: Monitor support channels and respond swiftly and empathetically to inbound customer requests. Act as the first point of contact, ensuring customers feel heard and supported
- Issue Resolution: Troubleshoot and resolve customer issues, questions, or concerns efficiently. Utilize your problem-solving skills to address technical problems and escalate more complex issues as needed
- Communication: Craft thoughtful and accurate responses to customer inquiries. Use prepared responses for common issues while ensuring that all communication is clear and customer-friendly
- Customer Advocacy: Share valuable customer feedback with our internal product and engineering teams. Provide insights that help us enhance our platform and better meet customer needs
- Customer Education: Aid in the implementation and understanding of Clariti’s mid-market platform and product solutions. Identify and address any educational gaps that impact the customer experience
- Configuration Support: Assist with configuration projects to deepen your understanding of the product and improve your ability to support and guide customers through setup and customization
- Documentation: Maintain detailed records of customer interactions and troubleshooting steps in our CRM system (Salesforce). Create and contribute to knowledge base articles to support self-service options for customers
- Collaboration: Work closely with cross-functional teams, including product development and QA, to advocate for customer needs and ensure timely issue resolution
- Continuous Learning: Stay updated on product features, enhancements, and industry trends to provide accurate and current support
- Everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST). Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences
Our take
Clariti provides specialized community development solutions designed to streamline permitting and planning processes for local governments, supporting some of the largest cities in Canada and the US.
The company's solutions are integral for local governments looking to enhance their community development workflows. By integrating advanced technology, Clarity creates smoother interactions between municipal staff and residents, ensuring that permitting processes are accessible and transparent.
The software's growing adoption across major cities underscores its effectiveness. And it hasn't gone unnoticed, with the company recently securing substantial funding from a number of investors, positioning Clariti for continued growth and innovation within the community development sector.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Flexible Work Culture
- Professional Development
- Team Building Events/Outings
- Motivated Team
- Corporate Bonus Plan
Company HQ
Downtown Vancouver, Vancouver, BC
Articles
Leadership
Jake Dancyger
(Co-CEO, not founder)Also the co-founder of Explora Partners. Previously they worked in Strategy, Production and International Expansion at Element AI, and in Management Consulting at Accenture.
Cyrus Symoom
(Co-CEO, not founder)Also a Managing Partner at Explora Partners. Previously they worked at Uber in various Operation roles.
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