We are looking for a Customer Support Advocate to join our team. As a Customer Support Advocate your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even smoke signals, if required. The individuals at Traction who thrive in this role view solutions from a holistic point of view. They’re advocates for their clients and they have an ingrained sense of curiosity. They put the team ahead of themselves and are driven to have a huge impact on the results of the company.
This is a remote position and the ability to work in Eastern Time Zone is a plus.
We are a global leader in enterprise visitor management. We are on a mission to help organizations across the world protect their facilities, employees and visitors. We pride ourselves on our innovation and growth and have been recognized by Deloitte Technology Fast 50 Company to Watch, Forbes Cloud 100 Rising Star and G2 Leader in Customer Satisfaction for Visitor Management. We are backed by investors that include Bessemer Venture Partners and Salesforce Ventures. To support our diverse customer base, we have employees across the world in Ireland, US and Canada.
Culture is important at Traction Guest. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:
Do the right thing
Seek adventures and smiles
Healthy hearts and heads
Certificate or degree in technology or computer science
2+ years in a support, customer service or technical analyst role
Ability to think critically and analytically
Ability to multi-task in a SUPER fast paced environment
Willingness and passion to quickly learn skills and knowledge that you don’t currently possess
Strong leadership skills
Desire to be the best at what you do and a part of something bigger than yourself
Passion for training clients on how to use technology
What You Will Be Doing
Be the first line of response and the last line of resolution
See the world through the lens of a customer
Work with business development and the product team to find bugs and squash them
Respond to customers in a meaningful and quick manner
Manage outages and advocate the impact internally
Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error
Teach and mentor clients on how to use our products better
Eat pressure like it’s spinach
Quick learner and a strong attention to detail for support case documentation
Contribute to the Traction knowledge base
Know when to own issues and when to escalate them
Become a learning machine with the notion of understanding Traction Guest and everything that surrounds it
Establish an industry leading-low churn rate
This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.
Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:
Phone Interview with our People & Culture team
Meet with the hiring manager and other members of the team
Demo presentation and interview
Culture meeting with members of the Traction Guest team
We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.