Condo Control provides web-based property management system for condominiums. seamlessly connecting property managers with what they need. The data, tools, information, and inspiration to work smarter, more efficiently, and to gain control. We have been in operation from 2008. Our mission is to offer a seamless customer experience with fewer glitches. Our software allows for streamlined communication, and we strive to provide this experience.
We are looking for a Customer Support Specialist to join a growing team. You will have the opportunity to be part of the innovative software industry through real-time interactions with our ever-growing client base, while learning about the condo, co-op and HOA world.
As a member of the team, you will have the opportunity to work directly with customers, answering inbound calls, taking detailed records, and responding to customers’ needs in real-time. As a growing company, our team is dynamic and energetic with a focus on detail and professionalism.
The position operates remotely with regular hours of 9:30 AM to 6:00 PM (EST). You will be working from your home office and connecting to our office and development resources via our VPN. Should you prefer to work in office you can join our team in person at our head office in Toronto (open Tuesday-Friday). You can reside in any location in Canada for this position as long as you are able to work during the needed hours.
Responsibilities and Duties
You will provide our customers with support on an ongoing basis, and look for opportunities to reduce or eliminate support interactions by providing self-serve options. This includes the following activities:
· Answer in-bound customer inquiries and questions by phone or web: providing resolutions for common questions and escalate problems for troubleshooting or resolution as needed
· Investigate and document system errors identified via the support queue and log, and collaborate with the QA and development team for future bug fix releases
· Gather adequate and efficient client reported issues in support queue prior to escalating to your team members when needed
· Work with the team to identify opportunities to improve our processes or systems in order to reduce overall volume of support calls and emails received
· Support our onboarding / activation team as needed by carrying out supporting tasks
· Test our software changes (bug fixes and new features) before they go live
· Support the team by completing other tasks as needed from time-to-time
Qualifications and Skills
· University Degree, or a combination of education and experience in a related field
· At least 2 – 5 years of experience in a customer-facing role, preferably in a software or tech company
· Proven proficiency using the Microsoft Suite, (Word, Excel, Outlook and PowerPoint)
· Fast learner; interested and willing to learn
· Organized with very good attention to detail
· Excellent communication skills, both verbal and written
· Ability to take lead, and be autonomous on task related to the role
· Comfortable with web-based applications, and a proven ability to communicate with developers and clients alike
· Experience with the following tools would be an asset: WordPress, Adobe Photoshop, Adobe Illustrator, Salesforce.com, Zen Desk
Fluency in Spanish or French an asset but not required.
Benefits
Upon joining the team, you will receive a competitive salary, full medical and dental benefits (including for your partner/spouse and dependents) and 4 weeks’ paid time off annually. You will also have an annual training and learning budget for professional development to ensure you are always up-to-date with the latest industry trends and tools.
Additional Details:
· Regular team events
· Convenient office location at Yonge & Carlton
· Job Types: Full-time, Permanent
About Condo Control (CC)
CC is a Canadian company that provides an online communication and management software for condominiums, co-ops and HOAs. CC provides a SaaS platform that helps property managers, board members, security and condo owners communicate quickly and easily. The system is straightforward and user-friendly, and CC uses customer feedback to continuously improve and expand the services we offer.
Our software addresses all aspects of condo living, from announcements to tracking of visitors, packages, bookings, payments, and more.
Things We Value
It is important to us that you know what the team values; you will learn more about our team values throughout the interview process.
- Quality: We are committed to delivering Quality software that is easy to use. We listen to our customers, build what they need and provide the best user experience and tools possible.
- Communication: We strive for clear, open, and effective communication and always seek clarity in every interaction, internally and externally.
- Trust: We deal with our clients, team members and partners honestly and openly; we model the way we like to be treated in all we do.
- Ownership: We take ownership of problems and see them as opportunities to resolve. Taking ownership means never saying “it’s not my job”.
- Focus on the Customer: We focus on building strong relationships; we are trusted with our customers and partners business, and we go above and beyond to exceed their expectations whenever we can. We value our customers feedback and use it to continuously improve.
CC is an equal-opportunity employer. We thank you for applying; however only those applicants under consideration will be contacted for an interview.
Job Types: Full-time, Permanent
Salary: $45,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home
Schedule:
- Monday to Friday
Education:
- Bachelor's Degree (preferred)
Experience:
- customer service: 2 years (required)
Work Location: Remote
Expected start date: 2023-11-20
