Application Support, OneLocal
+ Stock options
Marketing automation platform for SMBs
Job no longer available
Marketing automation platform for SMBs
21-100 employees
Job no longer available
+ Stock options
21-100 employees
Company mission
OneLocal's mission is to help local businesses grow by delivering impactful results at every stage of the customer journey.
Role
Who you are
- At least 2 years of experience in technical support and troubleshooting for software products
- Experience working with small / medium sized businesses (SMBs) is an asset
- Experience building great relationships with customers is an asset (retail/customer service/call centre/hospitality)
- Ability to work in a fast-paced environment
- Excellent problem-solving and analytical skills with high attention to detail
- Strong customer focus with the ability to translate technical concepts into easy to follow instructions
- Strong verbal and written communication skills with the ability to empathize and put the customer at ease
- The ideal candidate is detail-oriented, pro-active and looking to join a fast-growing technology company
- The core value of the Customer Success team is being client-centric
What the job involves
- We’re looking for an Application Support Specialist (Tier 1) to join our Customer Success team
- The Support Specialist is responsible for the resolution of client-related tickets coming from internal and external stakeholders
- The role involves working closely with the rest of the Client Success teams (Client Implementation, Account Management, etc.) to ensure we create the best client experience possible.
- Take inbound support messages (Intercom) and calls, providing the best service for our customers
- Document solutions to common and complex issues, resulting in customer-facing knowledge articles
- Follow up with customers to ensure resolution and maintain satisfaction
- Work directly with other delivery teams (ex: External Talent Team) to ensure all client deliverables will be met on time
- Collaborate with engineering & dev teams as necessary for issue resolution and product improvements
- We have committed to a remote-first work environment. This means our roles are open to candidates who can work between the core hours of 9am - 5pm EST
Our take
Well executed marketing is generally considered a must for enterprise organizations but a luxury for small businesses. While enterprise organizations have a variety of platforms serving their needs, local businesses typically lack both the technical expertise and resources to execute proper marketing campaigns and convert them into sales.
Onelocal is a platform where local businesses can find tools and expertise to help them bridge this gap. It offers its clients personalised marketing expertise, enterprise-level tools and automation, and customised analysis - promising total coverage of everything needed to outsell the competition.
Dubbed as the Salesforce for local businesses, Onelocal is aiming for Salesforce-type market domination in their niche business area. The company has been quick to find grounding in the SMB world, with funds secured being invested in expanding its suite of offerings as it seeks to grow its list of clientele.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-10% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2017
$0.2m
SEED
Jan 2014
$0.3m
SEED
Total funding: $0.5m
Company benefits
- Flexible working hours
- Full medical, dental and lifestyle benefits package
- Lunch and learns, training tutorials, courses for skill advancement and other opportunities to learn new things
- Fully stocked kitchen with snacks, coffee and tea
- Team events - annual offsites, monthly team outings, board game nights and more
- Location in the heart of downtown Toronto, close to public transit
- Vacation time
- Dog friendly office!
Company HQ
CityPlace, Toronto, ON
Leadership
Edward Yao
(CEO & Co-Founder)Was previously the President and Co-founder at TeamBuy, and worked as an Analyst at Accenture.
Alex McCausland
(CTO & Co-Founder)Worked previously in Software Development at Bibliocommons, TeamBuy and Indigo
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