TECHSHARE is a leading Salesforce development and implementation agency in Southwestern Ontario. We have a growing team dedicated to our flagship software, 'Avocado', a Recreation and Member Management solution built on Salesforce.
The Position: We are looking for a dedicated Avocado Customer Support Representative to join the Avocado team. In this role, you’ll be the frontline champion for our clients, blending high-level technical problem-solving with a commitment to exceptional service. You won't just be closing tickets; you’ll be ensuring our partners have the seamless experience they need to succeed.
Daily Tasks
- Expert Client Advocacy: Deliver high-touch, empathetic support as the primary point of contact via phone, email, and our ticketing ecosystem.
- Technical Troubleshooting: Manage the full lifecycle of support tickets, ensuring rapid resolution while maintaining a "white-glove" service standard.
- Salesforce Administration: Execute client requests for record management, report generation, and security configurations (Profiles, Permission Sets, and Sharing Rules).
- System Evolution: Handle technical projects including Salesforce sandbox refreshes, application deployments, and the technical onboarding of new facilities.
- Platform Configuration: Fine-tune both Salesforce and Avocado’s proprietary applications to meet specific client operational workflows.
- Client Empowerment: Conduct ad-hoc training and education sessions to help clients maximize their software investment.
- Operational Readiness: Adhere to established SOPs and participate in an on-call rotation to ensure 24/7 platform reliability.
Education and Experience
- Service-First Mindset: A genuine passion for solving problems and a "customer-first" approach to every interaction.
- Communication Pro: Exceptional verbal and written skills, with the ability to translate "tech-speak" into actionable advice for non-technical users.
- Collaborative Autonomy: Proven ability to drive results independently while staying seamlessly synced with a remote or hybrid team.
- Educational Background: A post-secondary degree or diploma in Computer Science, Information Technology, or a related field.
- Helpdesk Experience: Prior experience in a technical support or IT helpdesk environment.
- Certified Advantage: Holding Salesforce Certifications (e.g., Certified Administrator) is considered a significant asset.
You aren't just closing tickets; you’re ensuring that our Partners have the technical stability to focus on their mission. Whether it's refreshing a sandbox or helping a client pull a critical membership report, your work keeps the gears of community recreation turning.
Work Location: Remote
