SweetIQ by ReachLocal delivers industry leading location-based marketing analytics and automation solutions. SweetIQ location and reputation management software enables globally recognized multi-
location brands and marketing agencies to manage their location data, measure consumer engagement, and convert online searches to in-
store foot traffic. SweetIQ is offered by ReachLocal, a subsidiary of Gannett Co., Inc. (NYSE : GCI).
The SweetIQ Customer Success Team leads the customer journey through proactive internal and external initiatives, owning success milestones and managing our customers’ ever-
evolving desired outcome. The Support Team works in close collaboration with the Customer Success Team, and plays a critical role in providing outstanding service for our customers.
The Support Specialist is responsible for providing our customers with 24 / 7 support, and assisting the CSMs in identifying problems and finding solutions for customer issues.
You’ll get to work on these with a highly experienced customer success team :
Tasks and Responsibilities
Act as first response to incoming client inquiries
Perform initial case assessment by collecting information
Effectively diagnose issue type, severity and time to resolution
Respond to inquiries within predefined service level agreements based on request urgency
Provide guidance to customers by identifying problems and delivering timely recommendations
Provide clear, concise, and informative communication to clients via email and phone
Ensure that customer requests are documented, tracked and resolved in a timely manner to maintain customer satisfaction and escalate urgent problems requiring more in-depth knowledge
Provide assistance to Account Managers with support on ad-hoc tasks or reports
On-call shift (1 week / month) on a rotational basis with other support specialists (24 / 7 support)
Responsible for flagging & escalating urgent issues and ensuring they are acknowledged and resolved by the appropriate parties
Stay on top of process changes & local search updates
The Ideal candidate has :
Bachelor's degree in communications, business, or related field
Strong soft skills and interpersonal skills with the ability to empathise with internal and external customers
The ability to simplify complex issues in written and verbal form
Quick learner and eager to find ways to improve your knowledge to confidently answer customer questions
Analytical thinker with the capacity to gather information, analyze data and take action
Proactive attitude, seeks out opportunities to contribute to team success
Previous customer support experience is a plus
Effectively manage several projects & tasks at once
Asset : Proficiency in Microsoft Excel
Results driven and focused on KPIs
Fluent in English & French
What SweetIQ Offers :
We love collaboration, desire and commitment - so we’ve built our team that way. The number one benefit to working here is working with people that love what they do and love getting the job done.
Here’s what else we’ve got going on :
Comprehensive group insurance benefits
Great downtown location
Young, dynamic work environment with mentoring and plenty of internal growth opportunity
Caffeine on the tap with a weekly fruit basket
Company activities such as softball, yoga, summer BBQ, running club just to name a few!