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Technical Support Specialist

Coconut Software

Coconut Software

IT, Customer Service
Canada · Remote
Posted on Thursday, April 25, 2024

Our Technical Support Specialists manage and develop key relationships with our enterprise and mid-market customers as the first point of contact for general and technical support. The Technical Support Specialist has a deep understanding of customer workflows, processes, and troubleshooting techniques to find successful ways to implement solutions.

This individual is a product expert and has a technical background having worked alongside engineers in the past. Engaging and customer focused by nature, they drive continued value with our customers as we position Coconut Software as an industry leader. At the heart of the role, Technical Support Specialists are curious problem solvers who love proactively learning new things and engaging empathetically with customers.


  • Responds to customer inquiries with tact and humanity via email and phone, and resolves problems with empathy and a sense of urgency
  • Takes ownership of solving common technical support problems using Zendesk and our other tools, seeing them through to resolution and diving into the why behind problems
  • Manages escalations and customer emergencies in collaboration with Support leadership, and participates in on call emergency rotationDiagnoses issues and identifies appropriate solutions to most issues and inquiriesFollows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Shares product and technical expertise, facilitating technical and operational discussions and troubleshooting with engineers/SRE team
  • Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency
  • Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams
  • Contributes to our customer facing help centre, creating and updating articles as needed


  • 2-3 years of experience working with customers including enterprise clients
  • 1+ year of experience working in a SaaS environment
  • Understanding of how code works to find data using SQL, and debugging web applications. You may not be writing web apps, but you can look at code and understand what it means
  • Strong communication skills, where you love adding personal touches
  • High emotional intelligence with exceptional listening skills and customer empathy
  • Confidence in presenting information to customers
  • Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace
  • Analytical mindset and strong attention to detail
  • Team player and self-driven, always looking to learn and help others
  • Strong time management skills, ability to prioritize and successfully manage multiple tasks

Bonus points for...

  • Having experience debugging with SQL and Webhooks
  • If you're bilingual (French)
  • Having experience with Zendesk, Intercom, and Jira

Our Investment in You:

  • “Cabana Days” - our version of a 4 Day Work Week!
    To enable our employees to do their best work, offering flexibility to prioritize what is important and to take time needed for rest and rejuvenation when possible based on business and operational needs.
  • Ability to do your job in a supported, but still flexible environment;
  • Supported professional development, learning & career opportunities - be supported in your growth journey!
  • Regular 1:1 coaching with your leader and regular connection to a passionate executive team
  • Work in a team big enough for growth but lean enough to make a real impact

A full range of benefits to keep you happy & healthy;

  • Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
  • Health & Dental Benefits, Virtual Care, & Disability top up
  • Mental health online platform and counselling services
  • WealthSimple GRSP & Matching
  • Annual Wellness Benefit ($1000 per year)
  • Opportunity to work remote - anywhere in Canada!
  • Employee Options - everyone shares in our success!
  • Internet Subsidy
  • Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses
  • A People First Company - 4.6 rating on Glassdoor
  • Recently named #4 on the Top 10 Best Workplaces in Canada

Who we are, and what we do:

We believe in a world where advisors can create long lasting relationships with their customers and operate more efficiently.

Collaboration. Honesty. Empathy. Elevate. Risilience. Service Excellence.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.
To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers.

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging.

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.