Customer Support Analyst

at  Rewind Software

Company Description
Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada’s 50 fastest growing technology companies (2023 Deloitte Fast 50). We invite you to read our startup story to learn where we came from and where we’re going.
Read about our mission, story and values here.
To find out more about our perks, click here.
Some of our Blogs might help you get a better understanding of what we do here. You can find them all here.

THRIVING AT REWIND:

We embrace the fast-paced, ever-changing nature of startup life. If you love working with speed, agility, and creativity, you’ll feel right at home here. Here’s what it takes to succeed with us:

• Team-First Mentality: We put teamwork at the core of everything we do, believing that we are better when we are together. Success is shared, and when the team wins, we all win.
• Performance-Driven Mindset: We are proactive, goal-oriented, and focused on delivering tangible, high-quality results. We go beyond meeting expectations - we aim to exceed them.
• Flexible Work-Life Approach: We encourage balance and understand the need to recharge. While we stay agile for urgent needs, we make sure there’s time to recover and enjoy life.
• Customer Centricity: Our commitment to customers shapes everything we do. We listen, build relationships, and innovate - from our dedicated customer support team to our engineers, everyone at our company is focused on solving problems that matter most to our users.
• Taking Initiative: We value ownership and proactive problem-solving. We encourage team members to think creatively, take ownership, and lead improvements. Your ideas and actions drive our success.
• We Make Time for Fun: We work hard and make time to enjoy the journey. It’s not just about hitting milestones—it’s about making the experience rewarding along the way.

Job Description
We are looking for a dedicated and enthusiastic candidate to provide exceptional customer support to Rewind’s customers. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.
This is a full time position based in Toronto, Canada and may grow to include on-call rotations, weekend support and expanded hours of operation in the future. Work on some statutory holidays will be required.

A TYPICAL DAY:

Complex ticket management: Provide the highest level of service to our customers in each and every ticket

• Interacting with Rewind customers and internal stakeholders through all current and future channels, including email, live chat and phone
• Taking end-to-end ownership of all assigned tickets: ensuring a complete final resolution is reached based on workflows & management guidelines, fostering the relationship with our customers along the way, and escalating accurately to other teams when appropriate
• Demonstrating ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
• Being highly receptive to feedback, and quickly adopt behaviors to improve the quality of your work
• Understanding multiple perspectives on a topic or situation, and being able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to our customers, ensuring their unique needs are met with the highest level of care and attention.

• Displaying an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the customer experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Rewind
• Resolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalizing communications to customers, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Providing insights about customer experience and continuous improvement opportunities to your Management
• Helping document ways of working, best practices, and the norms for your service(s) as requested by management
• Sharing ideas to improve processes and ways of working

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displaying openness and approachability when resolving issues
• Understanding key drivers of your function and how they relate to one another, as well as the business impact of those metrics

Qualifications
We are looking for candidates who have ideally 1-3 years of relevant experience in customer service/support roles, preferably in the B2B SaaS space or tech startups with experience using phone, messaging, or live chat to interact with users/customers.
You also have the ability to work weekends and public holidays required, as well as evening shifts. Your schedule can change to meet business needs and, where possible, we will take your availability into consideration.

The Customer Support Analyst functions on the front line interacting directly with both customers and internal stakeholders. You will take ownership of tickets, ensuring complete resolution while fostering strong relationships with our customers along the way. Customer Support Analysts need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism.