Support Specialist

Role Overview

The Support Specialist plays a crucial role in ensuring customer satisfaction and retention by delivering outstanding assistance and service. This role focuses on helping customers understand and utilize GoCanvas products effectively to achieve their goals, thereby driving product adoption and renewal.

Key Responsibilities

• Manage and resolve support inquiries through Zendesk tickets, emails, and support hotline calls.
• Educate customers on GoCanvas, SiteDocs, and Device Magic products to maximize their benefits and ongoing success.
• Diagnose and resolve technical issues reported by customers promptly.
• Gather and document customer feedback on products into Trello for continuous improvement.
• Maintain accurate and detailed records of customer interactions in the CRM system.
• Collaborate with the Client Experience team by providing support and assistance when needed.
• Ensure timely creation and submission of forms, meeting designated deadlines.
• Identify upsell opportunities, recommend professional services, and support subscription tier upgrades.
• Contribute to enhancing the Help Centre, guides, operational procedures, and documentation based on customer insights and team input.
• Participate in special projects as assigned by leadership and actively engage in team meetings.
• Support senior support specialists and foster a culture of teamwork and continuous improvement.

Qualifications and Skills

• Experience in customer support or a related field with proven communication and teaching skills.
• Ability to effectively present and explain concepts through verbal, written, and listening channels.
• Familiarity with mobile devices such as iPads, tablets, and smartphones is advantageous.
• Strong problem-solving aptitude and capacity to learn new software quickly.

Company Culture and Benefits

GoCanvas emphasizes a values-driven workplace where empathy, innovation, authenticity, impact, teamwork, and a fun-loving spirit are central. Team members are empowered to take ownership of their work within a flat organizational structure promoting creativity and accountability.

South Africa Employee Benefits

• Competitive salary package
• Medical insurance plan
• Employee Assistance Program (EAP)
• Flexible remote work options
• 3 days paid Family Responsibility Leave
• 12 days of Sick Leave
• 15 days of Vacation Leave
• 13 paid company holidays annually

Diversity and Inclusion

We are committed to equal employment opportunities and celebrate diversity. No discrimination is made based on race, religion, gender, sexual orientation, age, disability, veteran status, or other protected categories. We strive to build a diverse team reflecting a variety of backgrounds and perspectives. Reasonable accommodations are provided upon request for employment seekers.

Additional Information

This role is located in South Africa and is a remote full-time position. Applicants must be eligible to work in South Africa as visa sponsorship is not available. The position offers an exciting opportunity to join a dynamic and innovative company.