Support Agent tier 1 (Remote Canada)

Want to work at one of the Software industry's fastest-growing and award-winning companies? Here is your opportunity!

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Who We Are: * Sonar is an enterprise, B2B SaaS company providing a comprehensive and intuitive operating platform that supports Internet Service Provider (ISP), VOIP, Fibre, and Multi-Dwelling Unit (MDU) markets. Our leading-edge functionality enables our clients to successfully manage billing, ticketing, network monitoring, inventory management, scheduling, and service provisioning in the most cost-effective manner to maximize value for their customers. We are a tight-knit group here at Sonar and strongly believe in inclusivity, equality, and investing in our team members to ensure long-term success. Competitive salary, remote work environment, paid vacation, medical benefits, annual home office stipend, and career development opportunities are just a few of the benefits of working with us.

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What We Need: * Sonar is seeking an empathetic, tech savvy, and results-driven Support Agent that will work directly with employees and owners of ISPs to support them in their use of Sonar. We are looking for someone with a goal of providing the highest standard of exceptional customer care and embedding that mindset into all that we do for our customers. If you have the ability to solve complex challenges all the while navigating a high-growth environment, we’re looking for you to join our team!

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Role Overview: *The primary function of the Support Agent is to work directly with our clients to support them in their use of Sonar. You will bring the highest standard for providing exceptional customer care and embed that mindset into all that we do for our customers. From ongoing training, communicating best practices, triaging bugs, and identifying new feature opportunities, this client-facing role plays an integral part in building mutually profitable relationships with our clients. Every interaction and the details of those interactions directly contributes to the client’s perceived value of Sonar. You will capture every one of these interactions into our software and translating improvement opportunities to the other departments will directly contribute to our corporate goals.

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Key Attributes Required for Success: *

• The ability to remain consistently empathetic to the needs of the customer (internal/external).
• Advanced communication and presentation skills at all levels and areas of the business, under pressure, and in difficult situations.
• Collaborative with a strong desire to work with a team.
• Process and efficiency focused.
• Reliable and accountable in an independent working environment.
• The ability to multitask and prioritize effectively between telephone calls and inbound tickets.
• Advanced troubleshooting skills for the most efficient resolution and/or escalations and all data logistics elements
• 2 years prior experience in a B2B support role for software in the SaaS industry
• Ability to make timely decisions that support the overall direction and improvement of the department

Responsibilities:

• Ensuring a professional, ethical, and accountable approach in all prospects, client, and internal interactions exemplifying our corporate values at all times.
• Enforcing all required security and privacy protocols in every transaction.
• Communicating clearly and professionally with customers in written and verbal form.
• Maintaining accurate and timely records in ticketing and call log system.
• Managing personal ticket workload to meet prescribed metrics and expected clarity and quality of documentation.
• Identifying ongoing process, tool, and platform improvements and submitting those ideas through the requested processes of each department to ensure efficient and effective communication for proper vetting. ie. Bug-submitters channel, Q&C Resource Request Form.
• Attaining proficiency in the primary functions and technical workings for Sonar Software including its integrations, API, and web hooks.
• Escalating immediate issues that cannot be resolved within the authority of this role.
• All other duties as assigned by the manager of the Support team.

What Sonar offers you: Competitive salary, paid vacation, medical benefits, annual home office stipend, and career development opportunities.

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Salary: * $40,000.00-$60,000.00 per year

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Job Types: * Full-time, Permanent

Job Type: Full-time

Salary: $40,000.00-$60,000.00 per year