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Location

Ottawa, ON | Canada

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Job description

(While we will prioritize candidates that are located in the Toronto, Ottawa and Kitchener/Waterloo area to build more connected teams, we do encourage any candidate in the EST zone to apply to this role. We are moving to a hybrid model in our hub cities - Ottawa, Toronto and Vancouver - and will be working from an office twice per week)

Rewind is a service that protects the data that is driving your business, from a simple side hustle to a successful venture. Our focus is on backing up data that lives in the cloud – in apps like Shopify, BigCommerce, and QuickBooks Online. We invite you to read our startup story to learn where we came from and where we’re going. For a more technical view, check out our Behind the App feature on the BigCommerce Developers Blog.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

Job Description

We are looking for a Customer Support Analyst in the EST zone to join our team. This role may require being on call after-hours and coverage hours may shift based on the evolving needs of our customer base. The successful candidate will also be required to work on some statutory holidays.

The Customer Support Analyst role is challenging, fast-paced, and rewarding. Each day you get to interact with merchants all over the world via phone, chat and email. There are times when you won’t know the answer so we’re looking for folks who are always up for a challenge and won’t stop until a solution is found.

You can expect to:

• Help our customers get their business back on track after a disaster
• Be a wealth of product knowledge to external customers and customer knowledge to internal teams
• Empower customers to learn about our product and teach them how to help themselves
• Write articles and videos to help people resolve their issues

Qualifications

We’re looking for candidates with 1-3 years of experience providing customer support in a software company, ideally in an early or growth stage.

We are looking for you if you are:

• Passionate about helping other people
• Tech savvy
• Knowledgeable of Shopify, BigCommerce or other SaaS platforms
• Great communication skills, both reading and writing
• Motivated to help people, you won’t stop until the customer is happy
• Reliable self-starter
• Able to work under pressure
• Excited to work in a fast moving and growing company
• You should be a creative problem solver with a passion for being in situations where there is no “one single way” to move forward.
• You might have a post secondary degree. You might not. That’s not what we’re looking for. We care about what you can do and how you do it, not about how you got here. A strong track record of conscientious, thoughtful work speaks volumes.

Additional information

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

Our package includes:

• employee stock options
• health benefits
• 3 weeks vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer hours (off every other Friday from June - September) and office closed during the holiday break (Dec 25 - Jan 1st)
• 4 week sabbatical after 4 years with us
• paid parental leave
• $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc) and free Udemy courses
• $1000/year wellness/home office allowance

Requirements:

• Work Permit

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Job tags

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Salary