Intermediate Support Specialist

CSS · Vancouver, British Columbia
Department CSS
Employment Type Full-Time
Minimum Experience Mid-level

Build Your Career at MetroQuest 

 

Make an impact - help create better communities by engaging thousands! 

 

MetroQuest delivers popular online surveys that creates the broadest, most actionable public support for the success of community and transportation plans. Provided as an annual SaaS subscription, MetroQuest is the community survey software of choice for US DOTs, cities, counties, and North America's leading planning, engineering, and public engagement firms. 

 

The GovTech industry is growing and the new MetroQuest SaaS platform is quickly gaining market traction. Come be part of this feel-good Vancouver success story. Take your career to the next level by becoming part of the team that delivers the most delightful online community engagement experience in the market. 

 

MetroQuest office is located in the heart of downtown Vancouver. In accordance with provincial guidelines, the position will be remote until further notice.  

 

We're seeking a Customer Support Specialist to provide front-line support for our MetroQuest public engagement software. 

 

Who you are: 

  • 2+ years in Technical Customer Support 
  • Tech-savvy and excited about learning new platforms 
  • Ability to multi-task and prioritize tasks in a fast pace working environment 
  • Strive to continuously learn and improve 
  • Ability to connect with a wide range of people and love working with customers  
  • Clear communication skills and excellent problem-solving skills 
  • Experience with help desk ticketing system (eg. Freshdesk, Zendesk) 
  • Self-motivated and open-minded 
  • Detail-oriented 
  • Team player 

In addition to general Customer Support activities, this role will have a focus on confirming and reporting bugs to the software development team as well as providing Quality Assurance testing for customers MetroQuest Surveys. 

 

Role Responsibilities 

  • Provide first class support and guidance for our customers as they set-up and manage MetroQuest surveys 
  • Handle a high volume of inbound requests by email to make the customer experience as delightful as possible. 
  • Effectively and appropriately respond to customer questions, needs and/or provide alterative solutions 
  • Utilize and maintain the ticketing and support system (Freshdesk) 
  • Confirm and document any bugs or issues that customers report (Jira) 
  • Provide Quality Assurance testing for customer's MetroQuest Surveys 
  • Identify and implement potential process improvements 
  • Identify and construct self-serve resources for our users 
  • Effective communication and collaboration with the Product team 

Thank You

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  • Location
    Vancouver, British Columbia
  • Department
    CSS
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level