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Customer Success Specialist

Location
Victoria, BC Nanaimo, BC Remote
Details
Full Time
A month ago

Job Title - Customer Success Specialist

About Trusty Ox Systems

If you thrive on something different every day, and like being captain of your own ship, Trusty Ox is the place for you.  We sell software, software as a service actually, to businesses all over the world. What kind of software you ask? Our lead product is called Ok Alone - okaloneworker.com, and it monitors the safety of people working on their own or in isolation. It's a big deal. Lone working affects about 15% of the workforce, which is why we need you to help, guide and educate our new customers. The pace is fast and dynamic, and so you'll have a high level of autonomy to perform at your peak. If that's for you, then Trusty Ox offers you all sorts of opportunities to develop your career. 

Job Description

What you'll be doing:

We are growing, and we need you to grow faster. Each day, new customers discover Ok Alone. Your role is to ensure they get the most out of their free trial experience, get off to a good start after they buy and to answer basic questions about how to use Ok Alone.  The job is ideally suited to a self-starter who enjoys solving problems and helping people.

The role's focus is on customers getting the best results possible. You can expect to follow-up on the daily enquiries we receive from potential and existing customers via telephone and email. Typically, that means chatting through an online pricing quote the customer has generated or showing them how to get the most out of their free trial.  Many times, customers sign-up and we've not had a chance to speak with them yet, so you'll also get to check-in to make sure they are getting everything they need.  The role is NOT about cold calling. You'll be responding to inbound leads and enquiries and turning them into happy and successful customers.

What you should already have:

Being familiar with how to use online systems is important, but you're not expected to be a technical wizard. If you've used a popular CRM system in the past, you should already have those basic skills.  As Ok Alone uses apps, you should be comfortable with how to find, install and use apps too. 

Attention to detail is a must. Keeping and maintaining accurate records of your customer interactions is a key aspect of the role. This includes tracking agreed changes to prices, making accounts go live and correctly capturing any technical questions so that they can be passed on to our development team for review.

A background in retail or customer service is an asset.  A good portion of your time will be invested in sharing how to do things, so teaching experience would also be beneficial.

Access to a personal computer and high speed internet in your home work area is a must.  All of our systems are online, including our voice communications.

A genuine interest in people will be the key to your success.  Being positive with a service mindset will not only ensure you succeed with our customers, but that you'll fit into our culture.  Our values and our brand are very much about customers being people, not numbers.

What you'll get:

Freedom! If you're a bit of an adventurer, that's fine with us. We don't care where you are located, as long as you get the work done.  Those who are located mid- Vancouver Island will have an advantage should they want to meet with the rest of the team, but if you simply like the independence of your home office, this job will suit you to a tee. 

Your package is competitive and based on experience and needs. The 40 hour work week has a base of $36k. Now what else do you need to give you the kind of life balance you want? More vacation? Flexible hours? Retirement contributions? Or would you prefer a performance based bonus system?  Tell us what matters to you. Like our customers, members of our team are people first. Engage with us. For the right candidate, we are willing to be very flexible.

Interested? Email us a brief note explaining why you think you are the perfect fit and attach your CV/Resume to jobs@okalone.net

Qualified candidates will be interviewed as soon as possible. We will not wait until the closing date.

Finally, please don't call. We are hiring because we are busy. Calls will just slow us down. Thanks. :-)

Category
Customer Service and Support Sales and Marketing