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Tier 2 Technical Support Representative

Foko Retail is looking for a skilled Tier 2 Support Representative to play a pivotal role in our company’s success.

We’re an Ottawa/Gatineau-based startup with a get sh*t done attitude creating retail task management and communication software. We offer a fun, informal, and flexible work environment that provides many opportunities for personal and professional growth.

Why Foko Retail?

If you want to live the life of a fast-paced tech startup with big goals, you’ve come to the right place.

As a Tier 2 Support Representative at Foko Retail, you’ll be responsible for helping us ensure our customers have a trusted partner to turn to when technical expertise is needed.

You’ll be supporting some of the biggest names in retail, including Hermès, Club Monaco, Whole Foods, Under Armour, Converse, and Victoria’s Secret.

We offer competitive compensation, bursaries to attend industry events, weekly in-house yoga classes, a casual office setting (lunchtime Netflix, office dogs, and retrogaming, anyone?), and a lax dress code (jeans and tees encouraged).

For now, because of COVID-19, we’re all working from home. But our team culture is still awesome, and we’ve never been so busy.

 

Position

What You’ll Be Doing: 

  • Answer incoming mid-level technical requests from our customers through Zendesk
  • You’ll be in charge of running syncs and writing scripts to manage our customers’ environments
  • Triage and resolve requests in a timely and efficient manner
  • Maintaining a solid understanding of the technical troubleshooting for our product and staying relevant on updates and new feature launches
  • Collaborating with support and development teams to resolve technical issues for our customers

 

Required Skills

We’re Looking for Folks With: 

  • Experience working in SaaS software support
  • A passion for untangling and resolving problems
  • Excellent written and verbal communication skills

You’ll Thrive Here if You Are: 

  • Curious
  • Learn quickly
  • Resourceful
  • Passionate about getting things done and seeing projects to full completion
  • Able to adapt to shifting priorities and requirements as needed
  • Have a willingness to fight for your convictions and know when to keep pressing, but humble enough to admit when you’re wrong
  • Able to learn from mistakes, get back up, and try again

 

Start Date: Immediate

Location: Ottawa / Gatineau area

 

👉 Click Here to Apply 👈

We’d love to help your team get it done

  • Easy Setup
  • Fast Onboarding
  • World-Class Support