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Customer Support Specialist

2 days, 15 hours ago
United States, Canada
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Granum

Granum

Granum provides comprehensive software solutions designed to enhance the operational efficiency of arborist and landscaping businesses across North America.

Internet Software & Services
Founded 2013
View All Jobs 2

Description

  • Field tier 1 customer inquiries via phone, email, chat, and the ticketing system across multiple products and services.
  • Troubleshoot customer issues and resolve them by implementing practical solutions.
  • Evaluate product bugs and escalate issues to development when needed.
  • Provide feedback to improve support processes and customer experience.
  • Contribute to knowledge bases and documentation, including FAQs, Help Center articles, training material, and internal documentation.
  • Take ownership of customer issues and communicate updates in a thorough, thoughtful, and timely manner.
  • Work cross-functionally with colleagues across the organization.

Requirements

  • Bachelor’s degree or equivalent experience.
  • Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
  • Ability to use sound judgment and product knowledge to deliver timely solutions.
  • Fast learner with a track record of mastering new technical tools and systems.
  • Experience providing professional, responsive B2B support to business stakeholders.
  • Previous experience in a high-volume support or customer service role.
  • Strong analytical, research, and problem-solving skills.
  • Applicable technical writing skills.
  • Ability to multitask and prioritize trouble tickets as they come in.
  • Clear and concise communication skills.
  • Strong growth mindset and a desire to learn.
  • Previous experience working for a SaaS startup is preferred.
  • Experience with ticketing systems like Zendesk is preferred.
  • Industry knowledge in landscaping, tree care, or other green industry field management is preferred.
  • Must have proper work authorization to work in Canada or the U.S. without sponsorship.

Benefits

  • Remote work available across the U.S. and Canada.
  • Canada-based salary of CAD 65,000–75,000.
  • U.S.-based salary of USD 55,000–65,000.
  • Comprehensive medical, dental, and vision coverage for U.S. employees with multiple plan options.
  • Employer-funded HSA-based benefits plan in Canada with drug, dental, and mental health coverage.
  • 401(k) matching for U.S. employees and RRSP matching for Canadian employees.
  • Unlimited paid time off, paid company holidays, and a company-wide winter break from December 24 to January 1.
  • Career development conversations plus support for tools, courses, and resources.

Interested in this position?

Apply directly on the company website

Apply Now

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