Associate Customer Support Specialist

Company	Enable
Location	Toronto, ON, Canada
Salary	$Not Provided – $Not Provided
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Entry Level/New Grad, Junior, Mid Level

Proven background in Customer Support within a SaaS organization
Skillful in building relationships with customers and communicating with them clearly
Strong problem-solving skills with prompt issue identification
Ability to understand the terms of complex trading arrangements
Capacity to adapt to evolving software systems, technologies, and customer needs
Track record of understanding the capabilities of a complex product such as a Fintech SaaS solution
Capacity to drive process improvements for customer support
Strong analytical skills to identify patterns in customer inquiries and areas for improvement
Ability to run training and onboarding for new team members
Track record in meeting metric expectations
Experience in a Customer Support role within a SaaS organization
Proven track record in resolving complex customer queries
Experience working in a customer-facing role, ideally within a Fintech environment

Have a good understanding of the breadth of the Enable software, enabling you to resolve customer queries
Provide a friendly and helpful service to customers when they contact Enable
Triage incoming customer requests independently
Resolve complex support tasks, with some assistance
Maintain an understanding of open support queries and escalate issues effectively to peers as and when required
Partake in key support initiatives, with management support
Expertly handle customer communications, with management support
Train and onboard new support team members
Collaborate with cross-functional teams, including Engineering and Product, to ensure timely resolution of customer issues and product improvements