Role Description We are looking for a Customer Support Specialist (T1). Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada. - Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services. - Directly troubleshoot customer issues and resolve them by implementing attainable solutions. - Evaluate and escalate bugs to development as they come to your attention inside the product. - Provide feedback to develop support processes. Your input will ultimately add value for our customers. - Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). - Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner. - Work cross-functionally with other members within the organization. Qualifications - A bachelor’s degree or equivalent experience. - Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product. - Ability to apply sound judgment and product knowledge to deliver timely solutions. - Fast learner with a track record of mastering new technical tools and systems. - Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support). - Previous experience in a high-volume support/customer service role. - Analytical mindset with strong research and problem-solving skills. - Applicable technical writing skills. - The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. - The ability to multitask and prioritize trouble tickets as they come in. - Clear and concise communication skills. - A strong growth mindset and a desire to learn. - A natural puzzle solver. Requirements - Previous experience working for a SaaS startup (not required). - Experience with ticketing systems like Zendesk (not required). - Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.) (not required). Compensation - Canada-based candidates: CAD 65,000-75,000. - US-based candidates: USD 55,000 - 65,000. Benefits - Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day. - In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more. - In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. - We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. - We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. - We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.

Role Description Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization. This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events. Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers. You Will: - Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation. - Support customers via email, chat and phone with strong writing skills and excellent phone manner. - Thoroughly understand, reproduce, document, and solve technical issues. - Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations. - Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues. - May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations. - Help build and maintain technical and process documentation for internal and external customers. Qualifications - 2+ years support experience, preferably in an escalations capacity and in a SaaS environment - Ability to work independently or collaboratively in a fast-paced environment - A firm grasp of and comfort using cloud applications - General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc.) - Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks - Confidence and strong interest in problem solving - Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience - Possess superior technical troubleshooting skills - Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus - Willingness to engage on complex matters - Comfortable working in ambiguous situations with little to no direction - Ability to recognize and respond accordingly to how any single issue is affecting a customer(s) - Legally eligible to work in the UK on an ongoing basis Benefits - Employer-paid Private Medical and Dental, additional cost for family members - Monthly contributions toward your pension - Monthly stipend to support your work and productivity - 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to Udemy online courses - Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account - Teleworking options from any registered location in the UK (role specific)

Role Description Für unseren Kunden aus der Telekommunikationsbranche in Bern, suchen wir eine:n erfahrene:n, motivierte:n und aufgeschlossene:n Customer Care Consultant (Service Desk Agent). Auch Quereinsteiger:innen mit hoher Lernbereitschaft sind herzlich willkommen. - Sicherstellen einer hohen telefonischen Erreichbarkeit (Service Level) - Erste Anlaufstelle für sämtliche Mitarbeitenden unserer Geschäftskunden bei IT-Störungen & -Anliegen aus den Bereichen: - Workplace, Betriebssystem, Passwort- & Accountmanagement, Identifikations- & Accessmanagement - Office-Palette, O365 Cloud-Dienste, Exchange-Kommunikation (Outlook, Teams) - Citrix-Plattformen, Netzwerkinfrastruktur, Drucker, SharePoint, Intranet - Korrekte Erfassung, Analyse, Triage von Störungen und Anfragen - Einwandfreie Bearbeitung aller Aufträge gemäss den vorgegebenen Standards und Einhaltung der definierten Prozesse, Weisungen, Richtlinien und ITIL Best Practices - Weitere spezifische Aufgaben im Rahmen unserer diversen Mandate Qualifications - Erfahrung und Freude am telefonischen Kundenkontakt - Gute IT-/PC-Kenntnisse mit einem technischen Interesse und Verständnis - Hohe Flexibilität und nahtloses Wechseln von einem Thema zum anderen - Rasche Auffassungsgabe, Treffen von Entscheidungen (auch unter Druck) und Bewusstsein der Folgen - Sehr hohe Zuverlässigkeit und Pünktlichkeit - Neugier und ständige Bereitschaft Neues zu lernen und Streben nach Verbesserungen - Sprachliche Flexibilität und einwandfreie Ausdrucksweise in Wort und Schrift, Niveau B2 in Deutsch, Englisch und Französisch Company Description Die Coopers Group AG ist eine agile Schweizer Recruiting Agentur, die Spezialisten und Führungskräfte in den Bereichen IT, Life Sciences, Engineering und Finance vermittelt. Mit flexiblen Ansätzen bringen wir Kandidat:innen und Unternehmen zusammen, die nicht nur fachlich, sondern auch menschlich zusammenpassen.

Role Description As a customer service advisor, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advice to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, email, and social media, ensuring that every interaction reflects our commitment to outstanding service. What sets us apart is the continuous support you’ll receive, helping you master what it takes to provide exceptional service. In addition, you’ll receive specialised brand training tailored to your team, giving you in-depth product knowledge and the opportunity to experience products first-hand. Here at Ingenuity, when you show up, you're ready to put your best foot forward and be an active part of our team. We're looking for someone who is ready to dig in and tackle challenges head-on, and ultimately, get it done by seeing every task through to completion. Key Responsibilities - Working across multiple channels including emails, phones, live chat, and social media. - Work towards achievable department targets while maintaining high level quality at each point of contact. - Engaging with customers daily in a polite, professional manner. - Assisting customers with all queries regarding product advice and general customer service queries. - Collaborate with team members and different departments to enhance overall customer service. - Utilise ongoing training to deepen product knowledge and deliver top-notch service. Qualifications - Strong written and verbal communication skills in both English & German. - Willingness to learn and develop new skills. - A professional, friendly and hard-working individual. - Early promise of showing our core values – Show up, Dig in and get it Done. Benefits - Career Development: Access bespoke development programmes designed by our in-house L&D team. - Continued development through our upskilling programme delivered in partnership with an industry-leading training provider. - Enhanced Leave: 25 days annual leave plus bank holidays. - Enjoy your birthday off on us! - Enhanced maternity and paternity pay, depending on length of service. - Up to 10 days compassionate leave. - Buy back up to 3 days each year. - Unlock 2 days volunteer leave after 12 months. - Wellbeing Support: Access face-to-face and virtual appointments with our in-house GP. - Access our in-house CBT therapist. - Access to our in-house dentist for routine check-ups, emergency appointments, and more. - Access our 24/7 Employee Assistance Programme (EAP) provided by Bupa. - State-of-the-art on-site gym at our Manchester Offices. - Access to our on-site physio. - Other Perks: Save up to 12% on the cost of personal tech through our salary sacrifice scheme. - Up to 50% staff discount on THG brands. - On-site staff shop. - Refer a friend and get up to £1000 when they pass their probation. - Anniversary gifts when you hit 5 and 10 years of service. Company Description THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.