Customer Support Specialist

Overview

Radancy thrives off the success of our customers, and we're looking for a customer-focused, results-driven, solutions-oriented Customer Support Specialist. 

As a Customer Support Specialist, you will support the successful implementation and ongoing support of customers Radancy Talent Acquisition Platform. Your primary responsibility will be to ensure smooth use, adoption, and maintenance for customers. You will support the Delivery Lead in the implementation and integration processes to meet the defined requirements. You will collaborate closely with cross-functional teams, including customer success team members, designers, developers, and client stakeholders to ensure ongoing customer support, issue resolution and overall client satisfaction. You’ll need to have an array of amazing customer service skills and be technically savvy in a SaaS environment. In this role, you’ll be guiding customers along the path to success by engaging resources across the company to help support the adoption and expansion of Radancy’s Talent Acquisition Cloud.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in a job description. Our top priority is finding the best candidate for the job and if you are interested in the position, we would encourage you to apply, even if you don’t believe you meet every one of the qualifications below.

Responsibilities

What does a great Customer Support Specialist do?

• Manage post-launch customer support for ongoing maintenance, change requests, and bugs/production issues.
• Foster strong relationships and communicate effectively with project stakeholders, including clients, internal Customer Success teams, and external partners, to gather requirements, provide updates, and address project-related issues.
• Provide product consultation to customers to determine solutions best suited for their needs.
• Work closely with delivery and product development teams to identify, report, and resolve product issues and requests.
• Manage the escalation of issues, when required.
• Develop product, technical and functional expertise across all areas of the business.
• Set up and maintain users, user profiles, workflow rules, and application settings.
• Conduct and/or assist with system enhancements, user application, and QA/UAT Testing
• Maintain accurate project documentation, including project plans, progress reports, and status updates. Generate comprehensive reports for stakeholders, highlighting key project metrics, risks, and achievements.

Qualifications

• Bachelor’s degree in Communications, Computer Science, Business or equivalent work experience
• 1-3 years customer or technical support experience
• Bilingual – English and French
• In-office 3-5 days per week aligned with team schedules
• Passion for solving technical issues and a champion of great customer service.
• Ability to plan, organize, prioritize and independently solve problems, seeking help when necessary.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Strong project management skills
• Accountability and a sense of urgency

Desirable Skills

• Knowledge of software development methodologies (Scrum, Agile, Waterfall, etc.)
• Experience with or exposure to JIRA, a basic understanding of HTML, CSS, JavaScript as well as XML and APIs are all a plus

Radancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive.