Technical Support Specialist

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. ### **Position Overview** The Customer Support Specialist serves as the frontline connection between the company and its customers, ensuring every customer receives timely, accurate, and empathetic assistance. This role combines technical problem-solving, client communication, and product expertise to help users get the most value from our solutions. The ideal candidate is proactive, detail-oriented, and passionate about providing exceptional customer service. They thrive in a fast-paced environment, enjoy helping others, and are eager to continuously learn new technologies and processes. This position works closely with Customer Success, Product, and Development teams to resolve client issues, enhance user experience, and contribute to the ongoing improvement of company tools and resources. ### Key Responsibilities - Provide exceptional technical and product support to clients through various channels, including ticketing systems (e.g., Service Cloud, Jira, or similar), Help Center, CRM, phone, and email. - Maintain subject matter expertise on company products, services, and industry standards through continuous learning and professional development. - Ensure all customer inquiries and issues are handled promptly, courteously, and effectively to achieve high customer satisfaction. - Collaborate with internal teams including Customer Success, Product, and Development teams to address client needs and provide insights for product improvement. - Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation. - Participate in testing and providing feedback on new product features and releases. - Track and resolve open issues, ensuring transparent communication and follow-up with clients. ### Competencies: - **Customer Focus:** Demonstrates empathy, active listening, and a commitment to delivering exceptional client experiences. - **Technical Proficiency:** Quickly learns and applies knowledge of software tools, systems, and workflows to troubleshoot effectively. - Foundational AI Literacy: - **Communication Excellence:** Clearly conveys complex information in an approachable and professional manner, both verbally and in writing. - **Problem Solving**: Analyzes issues, identifies root causes, and implements practical solutions under pressure. - **Collaboration:** Works seamlessly across departments to ensure customer needs are met and feedback informs product improvement. - **Adaptability:** Thrives in a fast-paced environment with evolving technologies and customer priorities. - **Ownership:** Takes initiative, follows through on commitments, and maintains accountability for customer satisfaction and results. ### Required Qualifications - Outstanding communication, problem-solving, and interpersonal skills. - Positive attitude with a strong sense of teamwork and accountability. - Exceptional attention to detail, organization, and time management abilities. - Minimum of 3 years of experience in a customer support, customer success, or technical support role. - Demonstrated ability to manage multiple support cases or tickets simultaneously while maintaining quality. - Ability to work independently and adapt to evolving client needs and priorities. - Background in training delivery (live or virtual) and developing self-service resources. - Develop and maintain self-service resources (knowledge base articles, documentation, FAQs, etc.) ### Preferred Qualifications - Experience supporting **SaaS or B2B software platforms**, with strong product and technical understanding. - Proficiency in **support tools** (Salesforce Service Cloud and Jira) and **CRM systems** (Salesforce, HubSpot). - Demonstrated success in creating or improving **knowledge base content**, FAQs, or user documentation. - Skilled in **customer communication**—able to simplify complex issues for non-technical users. - Experience collaborating with **Product or Engineering teams** to test features or provide customer insights. - Certifications or coursework in **customer support, ITIL, or help desk systems** are a plus. - Experience delivering remote or live training sessions using tools such as MS Teams, Zoom, or similar platforms. *Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.* ### Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: - **Health and Wellness:** - Comprehensive Health Coverage: Coverage begins on your first day of employment. - **Retirement Savings:** - 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. - RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. - **Paid Time Off:** - Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. - **Parental Leave:** - 12 weeks paid leave for all employees. - **Remote Work Support:** - Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. - **Holidays:** - Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! ##### ***EEOC & ADA Statement*****:** ##### **Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.** ##### **Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.** ##### **This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.** ##### **Final candidate must be able to pass a background check.** ##### **To view applicant notices required under federal and state law, please visit: **