Customer Support Representative

ORGANIMI INC. | CUSTOMER SUPPORT REPRESENTATIVE

Organimi is the market leading provider of purpose-built organizational chart, photo board and directory solutions, offered on a SaaS subscription basis, with thousands of SMB, mid-market and enterprise clients worldwide in business, government, educational and not for profit sectors.

We are seeking a Customer Support Representative to join our team. You will be directly interacting with Organimi customers and prospects from around the world from their initial trial evaluations through the purchase and deployment process and well into their usage and expansion phases.

Our successful candidate will be comfortable with remote / virtual team structures, as our remote work culture pre-dates COVID by several years. Although you do not need to be a software developer, you will be expected to have a solid technical background and be very comfortable with web based solutions, as you will be the initial point of contact for clients with technical support requests and “how-to” type usage requests. Familiarity with B2B SaaS software such as Microsoft
Azure, Google Workspace, Zoom, Slack and other B2B SaaS workplace tools is a plus.

You will be a key contributor to our growing team as we pursue our next growth push expanding use of Organimi’s awesome org chart software worldwide. In this role, you will be responsible for delivering product demos and tutorials. You will be the first call for answering both business and technical questions as prospects move through our trial evaluation process to become customers.
You will then be providing them formal training and informal support on an ongoing basis as they expand their use of the software.

Organimi has a deep commitment to exceptional customer experiences. You will often be the first person most visitors interact with when they visit Organimi, assisting them in their exploration and evaluations of our product, so you will have a high visibility role - internally and externally. You will need to understand our clients’ business and technical requirements, as well as their systems environments, and be able to discuss and demonstrate how Organimi will solve their needs and provide value to them.

You will work closely with members of our engineering and customer success teams. Once you have onboarded new customers, you will provide ongoing support to ensure the continuing success and expansion of their use of Organimi. You will also coordinate and prioritize our Customer Support activities and resources across the teams, ensuring that customers receive in depth support and assistance from our customer success and engineering teams where needed, and ensuring that we are responsive to customer requests, needs and requirements.

Your primary role will be to provide clients with product usage advice and support, ensuring customer needs are met in a timely and effective manner, and ensuring that customer feedback is shared across the team and is incorporated into our product management lifecycle.

Responsibilities:

● Provide timely, responsive, accurate and helpful same day information and solutions to customer and prospect product inquiries and technical support questions concerning
Organimi.

● Create, publish, and maintain online help and “how-to” video assets that can be used by customers to learn more about Organimi features and use cases.

● Scope, schedule, plan and deliver product presentations and demonstrations that are tailored to client’s requirements and audiences, engaging internal resources when needed.

● Maintain and deliver basic and intermediate training courses (Organimi 101 and 201) to new and existing customers as needed.

● Develop and maintain a smooth and strong relationship with customers after their initial deployments and as their needs for Organimi services and solutions grow to increase loyalty and retention.

● Participate in the continuous improvement of Organimi products by providing knowledgeable feedback from new and existing customers to Product Marketing and Engineering as the primary customer advocate on technical support and product usage matters.

What you’ll bring:

Our team is small, so everyone has a huge impact on our success, and we believe our business provides a great opportunity for personal and professional development and growth. Our ideal candidate will be located in the Greater Toronto metropolitan area, where most of our team is based, and will be a self-starting and well-rounded individual capable of working remotely who wants to make a significant contribution to our team's success.

● Strong written and verbal communication skills on both business and technical matters.

● A proactive, go-getter who can multitask effectively, genuinely enjoys customer interactions, and believes customers should always come first.

● Demonstrated passion for technology -- specifically software -- with strong presentation abilities and the ability to communicate our business and technical value propositions to both business and technical audiences.

● At least 1 year of previous experience as a Customer Support Representative and/or a technical support role, with the ability to identify, understand the perspective of, and influence key decision makers in the sales cycle.

● Experience with Zendesk, Intercom or similar online Customer Support applications is a required skill.

● Strong interpersonal skills, a “no drama” attitude, and ability to fit well with a virtual team as a self-starting, accountable individual able to meet and exceed personal goals, and assist the team in achieving team goals.

● Must have a strong desire to leverage their technical and/or sales skills, including the ability to determine business requirements, develop a technical sales strategy, configure, and demonstrate the product solutions that address these requirements and provide business value.

Nice to have but not required:

● 2+ years of previous experience as a customer success / customer technical support / solution/sales engineer or similar experience specifically for a B2B SaaS company.

● An understanding of Microsoft Azure Active Directory (Entra ID), Google Workspace
(formerly G-Suite), LDAP user management systems, and/or other popular identity management systems.

● Specific employment experience within a Human Resource Software provider such as
Workday, BambooHR, Rippling, Success Factors, Ceridian, Oracle PeopleSoft, etc.

● User experience with leading Human Resource Software platforms and/ or Payroll platforms such as ADP, Paycom, Paylocity, Paychex, Intuit etc.

● Experience with the B2B sales processes and working with prospective customers throughout the sales cycles.

● Experience with API based systems integrations and/or providing support for public API’s.

How will you be compensated?

● Competitive salary.
● Bonus linked to company and personal performance objectives.
● Eligibility for our stock option plan for employees.
● 10 vacation days per year.
● Work from home / flexible work environment.

To apply:

● Attach your CV and Cover Letter.

● Go to https://www.organimi.com and build an org chart using a free account. Include a PDF of your org chart with your application.

Note: This is a remote position as part of a virtual team. The successful candidate will telecommute and participate with all other team members in a weekly online company meeting and other online team meetings as scheduled. The workday is typically Monday to Friday from 9am to 5pm. While we appreciate interest from all applicants, we will be contacting only those applicants selected for interviews. Thanks for considering us.

Job Types: Full-time, Permanent

Salary: $35,000.00-$65,000.00 per year

Benefits:

• Flexible schedule
• Paid time off
• Stock options
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's Degree (preferred)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: Remote