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CounterPath
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Customer Success Specialist

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Job Location icon
Vancouver, BC
Job Type icon
Full Time
Job Category icon
Sales and Marketing


CounterPath is more than softphones. We’re more than a growing tech company. We pride ourselves in being world-class engineers, marketers, designers, builders, mentors and industry disruptors.

We believe that technology will truly revolutionize how we communicate – and we’re driven by our mission to empower organizations with powerful communication tools that are secure, yet flexible for elastic business needs and a growing mobile workforce. We believe our people are our key to success.

Who You Are 

At CounterPath, our focus is on understanding our customers’ challenges and providing innovative solutions to solve them. Your focus is coaching our customers to successfully utilizing Bria-X to its maximum potential. Both proactively and reactively, you will help our customers by discovering what problems they are trying to solve, educating them on solutions they can apply, and assisting them through any difficulties they encounter. In this fast-paced environment, you will support customers via email, voice, video, and live chat. 

You will work as a part of an empowered team dedicated to the success of our customers. You will assist current and potential customers from their first contact to long after their purchase. Your proven ability to understand and explain solutions to a variety of audiences in both written and verbal communication will be one of the keys to your success in this role. The Customer Success team is backed up our amazing global team of Technical Support, Operations, and Development. At this time, we are looking for someone to cover North American business hours, however as a member of the team you may be assisting customers in other zones in the future.

To be successful in this role you’ll need to be a self-documenting, fast-moving team member but also a self-starter, and obsessed with delivering customer value. 

You’re Great At

As a Customer Success Specialist (CSS) you will responsible for fostering customer relationships that promote client retention and interaction with our products. Working directly with Customers to proactively reduce any barrier to success, CSS’s provide vital insights of customer needs back into the company. This role is responsible for assisting interested prospects of our Bria-X SaaS product offerings from first contact through to end of the Customer Life Cycle. 

In your role as a CSS you will provide basic technical education to customers about what the company does, what the products can do, and how to make best use of the Company’s services. You will be measured on our customer’s success and your timeliness of resolving issues, Customer Satisfaction, and your ability to meet other company goals. 

CSS’s serve as the public face of the Company, and assist the Customer towards the best solution for their needs. CSS’s escalate any Technical Support issues to the Support team, while remaining as a key contact for the customer.

If you think this list of abilities describes you, you just might be the next great CSS at CounterPath.

  • You have a quick understanding of the nature of customers’ problems, even when they can’t fully explain it
  • You can recognize the value of documenting your work in a clear and concise manner
  • You thrive in a multi-tasking environment and adjusting priorities on-the-fly
  • You possess some technical aptitude but more importantly the ability to learn new software programs and new technologies
  • You develop, prepare and nurture customers

Required Skills & Experience

  • Experience with CRM programs (ie. Salesforce) is an asset
  • Prior experience in assisting customers remotely
  • Proven ability to drive continuous value of product(s)
  • Impeccable written and verbal communication skills
  • Detail oriented and analytical
  • Willing to work occasionally in the off hours to support customers

To Be a Top Candidate

  • Exposure/knowledge of softphones, VoIP, or Unified Communication solutions
  • Experience working in a technology or telecom environment is an asset
  • As you will be supporting users across multiple devices, including Macs, Windows, iPhone, iPad, and Android devices, experience with those platforms will be useful.
  • Identify and/or develop upselling opportunities

About CounterPath

With 24 patents under our belt and 20 million downloads of our flagship product, we’re changing the face of telecommunications. Our team is diverse. We’re FIFA Certified Soccer Coaches, World Class Sailors, Pilots, and Musicians. But what brings us together every day is the love for our technology and the passion for our team’s success.

We offer a flexible, results focused work environment with generous compensation plans that include employee stock purchase program, retirement savings, and a healthy extended health plan.

 


Posted: December 15, 2017
Closes:February 13, 2018