Responsibilities
Serve as the primary point of contact for customer support requests via phone, email, chat, and ticketing systems;
Support clients with troubleshooting, best practices, data entry, data imports, and data review;
Log, categorize, prioritize, and track incidents and service requests in the ticket management system;
Create and update support documentation (knowledge base documentation) for clients;
Escalate technical issues or customer concerns;
Complete client check-in’s as scheduled;
Provide customer training and support during the implementation process;
Assist internal technical support team on an as needed basis;
Hosting meetings and taking notes/minutes to capture (and Action) assigned activities;
Perform activities and execute responsibilities in an accurate and timely manner;
Communicating internally and externally in a timely manner that builds relationships and promote long term organizational success; and
Other duties as required.
Minimum Qualifications
Bachelor’s degree or diploma and minimum of 1 years of SaaS experience / customer support experience.
Will consider minimum of 5 years of SaaS software technology experience in lieu of education.
Additional Qualifications
Familiarity with Microsoft 365 applications (especially excel and PowerPoint) and cloud-based services.
Experience with AssetPlanner.
Experience hosting web-based meetings or conferences.
Skills: Project Management, Organization, Detail Oriented, Strong Work Ethic.
Ability to quickly master new software tools.
Able to understand customer needs, and ask questions to clarify/narrow down the concern.
Ability to be flexible and respond to changing priorities.
Professional with excellent verbal and written communication and interpersonal skills.
Excellent relationship building and client success skills.
Enjoys a fast-paced, dynamic, challenging and team-oriented work environment.
#LI-SMC
Ameresco Canada Inc. is committed to providing accommodations for applicants with disabilities. If you require an accommodation, we will work with you to meet your needs.
