LIVE CHAT SUPPORT-Work from home

Live Chat Support Specialist (Work from Home)

Company: Vena Solutions

Location: REMOTELY

Employment Type: Full-Time

Salary: $30.00 - $35.00 CAD per hour



Job Overview

Vena Solutions is at the forefront of financial technology, offering an innovative, AI-powered financial planning and analysis (FP&A) platform that integrates seamlessly with Microsoft technology. Our solution empowers organisations to enhance their business planning, budgeting, and reporting processes. We are seeking a dedicated and professional Live Chat Support Specialist to join our growing remote team. In this role, you will be the first point of contact for our valued clients, providing exceptional support and guidance through our live chat system. You will play a crucial part in ensuring a positive customer experience by addressing queries, resolving issues, and showcasing the value of our platform. This is a fantastic opportunity for a motivated individual to contribute to a leading company in the FinTech space.



Responsibilities

- Promptly and professionally respond to customer enquiries via our live chat interface.

- Provide accurate information and effective solutions regarding Vena Solutions' platform and services.

- Troubleshoot and diagnose technical issues, guiding users through step-by-step solutions with clarity and patience.

- Collaborate effectively with internal teams, including technical support and product specialists, to escalate and resolve complex cases.

- Document all customer interactions, reported issues, and resolutions accurately within our CRM system.

- Maintain a deep understanding of our product features and updates to provide the best possible support.

- Contribute to our knowledge base by helping to create and refine support materials for customers.

- Consistently uphold a high level of customer satisfaction and contribute to a positive and collaborative team environment.



Qualifications

- Proven experience in a customer support, helpdesk, or a similar client-facing role, preferably with direct experience in live chat support.

- Exceptional written communication skills in English, with the ability to convey technical information clearly and concisely.

- Strong analytical and problem-solving abilities, with a keen eye for detail.

- The ability to work independently and manage time effectively in a remote work setting.

- A customer-centric mindset with a genuine passion for helping people and improving their experience.

- Proficiency with helpdesk software and CRM systems is highly regarded.

- A high level of professionalism, patience, and a positive attitude.

- (Desirable) Experience working within a SaaS (Software as a Service) or FinTech organisation.

- (Desirable) A basic understanding of financial planning or accounting principles.

Benefits

Competitive salary

Performance-based annual bonus

Extended health, dental, and vision benefits

Registered Retirement Savings Plan (RRSP) with company matching contributions

Paid vacation, personal days, sick leave, and statutory holidays

Employer-paid life and accidental death & dismemberment (AD&D) insurance

Employee Assistance Program (EAP)

Professional development and training opportunities

Career growth and advancement opportunities

Flexible remote work options

Company provided laptop and home office equipment