ReCollect is a Software as a Service focused organization that lives at the intersection of technology, waste and recycling, and public impact. Our mission is to support a sustainable planet by helping our customers increase recycling and reduce the impact of waste with delightful communications and engagement tools. We are a fast-growing company that serves hundreds of customers across North America and nudges millions of citizens every day to make better environmental choices.

At ReCollect, we celebrate individual differences. These can be along the dimensions of race, ethnicity, gender, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or other ideologies. Our inclusive culture promotes growth and learning for our employees, customers and the communities we serve.

We are committed to advancing, cultivating and promoting diversity, equity and inclusion because it aligns with our goal of helping humans live in harmony with each other and with our planet.

POSITION OVERVIEW:

As a Customer Support Specialist, you'll be responsible for providing technical support to our customers, with the goal of maintaining a high level of customer satisfaction. You will be configuring customer systems to suit their needs. You will be interpreting queries to serve up solutions, sometimes in the form of sending articles or videos that answer their question. You will be troubleshooting reported issues, and reporting any advanced issues to our Development team. You'll use some of the latest technologies, and interact with departments across the company.

You'll have great peers to work with - folks who will understand the challenges we face and will help you grow and become an expert in our products. Our team is geographically distributed and has many, many years of telecommute experience and working on highly productive teams.

The right person for this job will have experience working with technology in a support role, and are looking to continue this path, as well as a desire for growth. We have and will continue to offer growth opportunities from this role, into roles like a Customer Success Manager, Data Engineer, Support Engineer, or on our product team.

Ideally, you'll have experience working on an entirely distributed team. You'll understand how to keep yourself productive, happy, and healthy while working from home. Most importantly, we want you to be bright and fun. We also want you to care about a greener planet, happy citizens, and more efficient processes in the waste industry.

RESPONSIBILITIES:

  • Ensuring our customers feel heard and supported
  • Managing a queue of customer support issues through Freshdesk and Trello
  • Responding to inquiries and solving reported technical issues within your capabilities
  • Configuration of our tools while onboarding new and existing customers
  • Providing guidance and assistance to our customers with creating Mobile Development Accounts with Apple and Google
  • Keeping internal documentation up to date
  • Working collaboratively with the Customer Success, Product Management, and Development teams
  • Recommending improvements to processes, customer-facing documentation, and product - where it will help customers self-serve better
  • Tasks outside of your typical responsibilities when needed


QUALIFICATIONS:

  • Exceptional verbal and written communication skills
  • Tech-savvy and creative problem-solving skills
  • Aptitude to explain technical information in “real-world” terms to non-technical customers and end-users
  • Able to learn quickly, multi-task, and manage your time efficiently
  • 1+ years of experience working in a Customer Support environment, preferably in a Software-as-a-Service (Saas) business
  • Experience with basic data formats like Excel, CSV, and JSON

This listing is for a full-time position, based anywhere in North America. If this sounds like a good fit for you, please submit your resume and cover letter. Tip: we don’t want a generic cover letter! Tell us about yourself, a project you’re proud of, skills, and experiences that lend themselves nicely to ReCollect and its customers. This job involves a lot of communication -- so communicate with us!


ReCollect was founded on the principles of equity and inclusion and continues to celebrate individual differences through cooperation, collaboration, and dialog at the forefront of inclusive business and environmental practices. ReCollect’s inclusive culture promotes growth and learning for our employees, customers, and the communities we serve through the diversity of our collective voices. As an equal opportunity employer, all qualified applicants will receive consideration regardless of race, ethnicity, gender identity, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or other ideologies. Moreover, we explicitly encourage individuals of visible minorities and marginalized communities to apply.

We firmly believe that our commitment to promoting, cultivating, and advancing diversity, equity and inclusion will help humans learn to live in harmony with each other and with our planet.