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Global Support Representative

COMPANY OVERVIEW
Nulogy is a company that really values autonomy, mastery, and purpose for our employees and a highly transparent and honest culture. This has helped us to be recognized repeatedly as one of AON Hewitt’s Best Employers in Canada at their Platinum level — an award decided by anonymous employee surveys, not marketing spin. Our motto is: It’s not just business, it’s personal. After 14 years working together, the company’s founders from the University of Waterloo are still all at Nulogy — and still great friends!

Today, Nulogy’s software is embedded in the supply chains of household names like L’Oreal, Sony, Procter & Gamble, and Pfizer. We create solutions for contract packagers and brands to collaborate and drive down supply chain waste. For our rapid growth, Nulogy has been recognized in the 2015 Deloitte Technology Fast 50 which identifies the fifty fastest growing  tech companies in Canada.

By joining Nulogy, not only will you work with intelligent and empathetic peers, you’ll also be solving challenging problems that make real global impact.

MISSION
As a Global Support Representative, you will provide an amazing customer experience while answering support questions from Nulogy’s customers across the globe! You will be an expert on all of Nulogy's services, able to assist with the most complex inquiries. You don’t stop there though. Empowering customers is just as important as answering their questions and you can do this by providing product guidance and educating customers on our self-help resources. If you’re passionate about helping people and want to work in a challenging, fast paced environment you may be our next Global Support Representative!

KEY RESPONSIBILITIES

  • Support our customers by email and phone with their inquiries on a day‐to‐day basis
  • Manage customer expectations appropriately and always follow up on promises and time commitments
  • Accurately log all customer communications in our support ticket tracking tool
  • Understand customer business processes and software system processes and their relationships
  • Complete regular tasks for customers such as report creation
  • Ensure reported defects are thoroughly tested, replicated and documented
  • Work closely with our development support team to ensure incidents are resolved timely and within SLA’s
  • Update internal and customer facing knowledge base with new support articles, videos and training material
  • Able to occasionally travel and visit our customers

ABOUT YOU

  • Understands the concept of providing an excellent customer experience
  • Be eager to build a strong rapport with our customers and their employees
  • Be friendly, empathetic, patient and personable even under stressful circumstances
  • Have outstanding written and verbal communication skills
  • Can exercise the “Three T’s” (Thinking, Talking, Typing)
  • Show a strong ability to solve problems creatively, and systematically
  • Demonstrate great attention to detail, and be an organized thinker
  • Strong technical, software, internet experience
  • Available for rotational on-call After Hours Support
  • 3+ years of customer/technical service experience

NICE TO HAVE

  • Knowledge of relational databases, SQL, Microsoft Excel
  • Experience in supply‐chain, EDI, logistics, manufacturing or packaging
  • Multilingual (Spanish, French, Mandarin)
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