About the Role
As the first Customer & IT Support Coordinator at Friendlier, you will identify, and work through automating our internal processes where possible. You will own the customer support function, and will also be the point person for IT Support to assist in setting up and deploying new devices, and offering light support to those using our systems internally. You will take on special projects to optimize the customer experience and our internal operations. This role will report to the Director, Customer Success.
Key Responsibilities:
Customer Support:
Provide frontline customer support for businesses and consumers (users) of the Friendlier program through the Hubspot Service Hub Platform
Troubleshooting inquiries in partnership with the Friendlier development team and other stakeholders
IT Support for Employees:
Set up and deploy new devices for new employees
Act as a first line of contact for employees requiring assistance with tech-related issues such as system updates or access
Secure and maintain internal networks
Identify and implement standard IT policies (password, applications and tools, access, security etc.)
Data Analysis & Automation:
Identify trends in incoming customer queries to improve the customer experience and drive efficiency through support automations (snippets, help center articles, process documentation) and root causes analyses
Putting together recurring reports for customers and partners and working to put in place automations for these reports to reduce manual workload
Proactively identify and create a project plan to automate as many of our manual processes as possible
We are searching for a new graduate to come and automate, where possible, our Friendlier internal processes, and to be our first Customer & IT Support Coordinator .
Requirements
Degree or Diploma in Business Administration, Information Technology, or related field
This position is for a new graduate
Strong organizational skills - ability to move between projects and prioritize
Customer service experience
Strong project management experience
Excellent written/verbal communication and problem solving skills
Positive attitude and energy for our customers / employees
Patience when handling tough cases
You are the grandchild that your grandparents call for help with Netflix
Scripting and database knowledge considered an assetFriendlier is the leading clean-tech in Canada dedicated to simplifying the switch from single-use to reusable packaging. With our innovative turnkey reusable packaging solution, we aim to revolutionize the way businesses approach packaging, by making sustainability easy and accessible. Our mission is to drive positive environmental impact while offering convenience and cost savings to our clients.
About the Company
Friendlier is the leading clean-tech in Canada dedicated to simplifying the switch from single-use to reusable packaging. With our innovative turnkey reusable packaging solution, we aim to revolutionize the way businesses approach packaging, by making sustainability easy and accessible. Our mission is to drive positive environmental impact while offering convenience and cost savings to our clients.
We are committed to creating an inclusive and diverse workplace where all employees feel valued and respected. We welcome applicants from all backgrounds and are dedicated to providing equal opportunities for everyone, regardless of race, ethnicity, gender, age, disability, or 2SLGBTQI+ identity. Be part of a team that celebrates diversity and promotes an inclusive environment for all. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.