Customer Support Specialist

We are looking for a tech-savvy Support Specialist dedicated to helping clients with their FINTRAC compliance obligations. In this role, you will answer app support related questions, field anti-money laundering policy questions, troubleshoot issues, and find creative ways to help our customers be successful.

Primary Responsibilities:
- Responding to all inbound email support inquiries within a maximum of 2 business hours for all tickets received prior to and during their shift.
- Working on tasks to support the success of our customers, from onboarding setup tasks to emailing customers instructions.
- Helping the marketing team with email campaigns.
- Identifying and resolving user issues, app glitches, or document submission errors promptly.
- Writing and updating customer help documentation.

Candidate Qualifications:
- Excellent written and verbal communication skills with the ability to explain both tech processes and regulatory guidelines clearly and simply.
- Reliable, patient, and problem-solver mindset.
- Prior experience in general software customer support is preferred.
- Exceptional attention to detail when reviewing submitted identity documents or compliance forms for accuracy and completeness.

Position Details:
- This position is full time, Monday to Friday 9am – 5pm Pacific Time.
- You will work as part of a small, but dedicated team, with support from another Customer Support Specialist, as well as others on the team as needed.
- It is expected that the successful candidate will have a general comfort around computers, mobile phones, the internet, sending and receiving emails, and software.
- You will be required to have a stable internet connection.
- You will be required to have an ability to understand and both speak and work in English.
- You will be required to have a desire to learn new systems, such as WHMCS, which is our main system of record where the bulk of your activities will take place.

Skills Required:
- Customer Support: Intermediate.
- Email Support: Intermediate.
- Phone Support: Intermediate.
- Customer Service: Intermediate.

Location: Remote - GMT-10:00 to GMT-06:00

Skills required for this job:

• Customer service
• Customer support
• Email support
• Phone support
• Software support