Customer Support Specialist, Recollective
Online qualitative research software
Job no longer available
Online qualitative research software
21-100 employees
Job no longer available
21-100 employees
Company mission
To power innovative online research projects and long-term communities, enabling organizations around the world to quickly unlock insights and drive success.
Role
Who you are
- Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately
- Excellent written and oral communications skills. This role is English essential. Preference given to candidates who are also fluent in Spanish or French
- Candidates must be able to demonstrate a minimum of 2 years experience working in a professional customer-facing role
- University or College degree or diploma in any discipline
- Ability to empathize with the customer and provide an exceptional support experience
- Experience leading live video and screen sharing sessions
- Self-starter that is able to work unsupervised, effectively and committed to continuous learning
What the job involves
- As a Customer Support Specialist, you are a Recollective software expert and highly effective communicator, able to both educate and rapidly execute solutions for our global customers
- You will interact with customers every day by email, phone or live video session to provide technical support. That might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs
- If you love problem solving and want to work in a dynamic, fast-paced environment, we invite you to take the first step in applying for this position. Throughout the hiring process, you’ll have the opportunity to meet our team and learn more about the job to ensure this is the right step forward in your career path
- Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform
- Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
- Perform Pre-Launch Check reviews of customers projects and provide suggestions to enhance their knowledge and use of Recollective
- Provide discrete in-app support during live research sessions for customers
- Document customer experiences and formal feedback
- Support and collaborate with Recollective's product and sales teams
- Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed
Our take
Recollective began building online community software as a service back in 1998. Now, the platform is used by over 12 thousand companies for a slightly adjacent, but perhaps far more lucrative purpose: orchestrating qualitative market research. This includes screening, onboarding, researching, conducting analytics, and reporting, and it’s attracted the custom of heavy hitters like Sky, Wayfair, and Pulse.
It was a good market for Recollective to start cultivating early. The rise of mobile and digital engagement means that the pool of surveyable consumers is huge and growing, and the value of the gathered data is correspondingly substantial. Whilst Qualtrics has developed a competing service as part of their broader offering, and companies like Alchemer and UserTesting focus on rapid-delivery survey results, Recollective remains a firm leader in operating multi-featured operational tools with a single focus on market research.
The kind of insights Recollective provides aren’t getting any less crucial, either. In fact, companies are having to get more personalized and consumer-focused than ever to court today’s increasingly atomised market. Recollective has proven a resilient, innovative company with its finger on the pulse of what researchers need - and this will only continue to reward it.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Company benefits
- We embrace flexibility, fairness and equality
- Superior health benefits (Health, dental, vision etc.)
- RRSP matching and much more
Company HQ
Downtown, Ottawa, ON
Leadership
Alfred Jay
(CEO)Has been CEO since the company's original founding as Ramius Corporation in 1998. Also served as a member of the board of directors for iLOOKABOUT Corp.
Philippe Dame
(Co-Founder)Previously a design director at Magma Communications, and Co-Founded for Recollective in 1998.
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