Customer Support Specialist, Infinity

Who We Need

How You Will Make an Impact

• Customer support: Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
• Address concerns from password resets to functionality questions with professionalism and accuracy.
• Provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
• Problem resolution and collaboration: Thoroughly research and document solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge.
• Collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions.
• Actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
• Knowledge sharing and process improvement: Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.
• Take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.

Here's What You Bring

• The experience: You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
• You thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers.
• You take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively.
• The flexibility: You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to our clients during their business hours.
• The technical skills: You are proficient with Microsoft Office, databases, and remote access tools.
• You have a growth mindset and can quickly come up to speed on new releases and functionality, learning new tools quickly.
• You are comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms.
• The solution focus: You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• You can identify patterns, reference prior resolutions, and build upon existing documentation.
• The interpersonal skills: You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease.
• You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences.
• You are a collaborative team member in a virtual environment.

What's in It for You

• Challenges: You are seeking a customer support role where no two days are the same.
• This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements.
• Impact: At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful.
• Professional growth: You will work alongside a manager who brings a coaching mindset to leadership.
• As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.

About Aquila

Interview Process

• A virtual interview with a Talent Advisor to express your interest in the role and share your experience.
• A virtual technical interview with the Senior Manager, Customer Success and the Team Lead, to review your technical knowledge and customer service approach.
• A virtual interview with the Director of Operations to discuss the mission and growth strategy of the company.
• Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request.