Firmwater Inc. Toronto, ON, Canada
Aug 14, 2018Full time
Firmwater has a consistent track record of providing 5-star Customer Service. Our customer base is growing and we’re looking for the right person to join our team. This is a ground floor opportunity for you to shape the role and take Firmwater to the next level. Is this you? If so, let’s talk about joining our team in downtown Toronto’s west side. About Firmwater Firmwater is a niche learning management system provider focused on enabling organizations to sell and deliver e-learning courses to their customers. Firmwater’s customers are mainly in the USA and Canada, but our presence is growing internationally with customers in Australia, New Zealand, UK, and Europe. Responsibilities Become an expert on the Firmwater LMS administrative features, reports and services, and use this expertise to help Firmwater’s customers get the most out of the product. You’ll be involved both pre- and post-sales, building and strengthening customer relationships through quality interaction. Support customers throughout all phases of the deployment of Firmwater LMS from initial configuration and setup through to providing ongoing support as the customer grows their community. Understand and assess client business objectives and configure the LMS accordingly. Help new clients get acquainted with relevant features of the LMS so that they can independently administer their LMS account. Help customers make the most effective use our service by sharing best practices and proactively advising customers on how to achieve their goals. Act as the user advocate to ensure customer needs are met and exceeded. Manage cases, coordinating with other team members when assistance required Skills and Experience Strong communication skills with a knack for being able to effectively communicate complex and technical concepts understandably to non-technical users. You enjoy writing and have a passion for the written word. Email, case updates, blog posts, website articles, tweets and posts to social media are the tools of your trade. Familiarity with Salesforce, Pardot, and Hootsuite and/or other sales and marketing software. A clear and intelligible telephone voice in English. Computer technology savvy. Our customers use Firmwater LMS with many other tools and technologies and we have integration with Shopify to enable e-commerce. Being able to grasp how this technology suite works together and having the analytical skills to figure out how to debug issues is essential. You take the initiative to learn new tools and technologies as required to solve problems encountered. You are self-motivated and able to manage your time in an environment that may have competing demands. You are independently able to work in an organized manner, keeping track of promises, working with the members of the Firmwater team to ensure we meet or exceed customer expectations. Able to effectively create professional communications using a variety of tools. Previous experience working in a customer service role. College diploma or university degree. Nice to have: Basic knowledge and understanding of e-learning technologies and standards such as SCORM 1.2 and 2004, AICC, xAPI, etc. Knowledge and understanding of e-learning authoring tools such as Articulate Presenter Storyline, Adobe Captivate, Lectora, and other similar tools. Being able to speak or write in another language such as French, German, and/or Spanish. Compensation Full time one-year contract (maternity leave coverage) with the possibility of turning into permanent employment or transitioning into a different role. Competitive salary commensurate with your experience. How to Apply To apply for this position, submit your resume and letter of application by email to: firstname.lastname@example.org with “Customer Success Specialist” as the subject line. Only those who are considered for the position will be contacted. Thank you to all who apply. Note: This position is open to applicants only. Agencies need not apply.