Customer Support Representative L1 (Hybrid)

About Us:

A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team. With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.
 

How We Work: 

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

• One team, One mission
  Our collective dedication to Nitro's mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
• Own it
  We take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
• Accountable to our customers
  We are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
• Excellence in execution
  Driven by passion and precision, ​we exemplify excellence in our delivery with innovative, top-quality results.
• Be bold, fail fast, learn faster
  We learn as we grow, dare to try, ​and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

The Role:

The Customer Support Representative is a customer-facing professional who will support Nitro customers and enrich their experience by providing technical guidance, troubleshooting issues, assisting in software deployments and developing creating solutions.

The Customer Support Representative will work closely with multiple internal teams, including Product, Engineering, Sales, Customer Success, and Customer Support. You will report directly to the Director, Global Support.

What you’ll be doing:

• Providing exceptional support to customers seeing assistance with product questions or issues. This includes communicating with customers with empathy and in a professional and timely manner.
• Working with escalated support cases, following-up on any raised issues with our engineering team to ensure timely closure and successful resolution.
• Performing net-meetings and live troubleshooting to quickly resolve urgent and impactful issues.
• Exceeding customer satisfaction criteria, efficiency and all assigned SLA metrics, resolution targets.
• Working closely with our global Support team on refining escalation processes, developing Knowledge Base, and creating an environment of cross-functional learning.

What we're looking for: 

• Bachelor’s degree in IT, CS, or equivalent work experience
• Minimum of 2+ years of IT or technical support experience with enterprise software
• Ability to work independently and in a team-based, collaborative environment
• Aptitude for learning new products and technologies, and for driving yourself to maintain current functional and technical knowledge of the entire Nitro Product line
• Strong communication skills, both written and verbal, with excellent attention to detail and the ability to articulate complex technical and business solutions to both technical and non-technical stakeholders
• Ability to receive feedback, adapt to change, and to communicate challenges in timely and professional manner
• Strong technical knowledge of MS Windows Server and Desktop Operating systems
• Understanding of Application deployment in Virtual and App publishing environments: Terminal Server, Citrix, VMWare and AppV
• Experience working with Azure environments (Nice to Have)
• Experience with SaaS solutions, concepts, and business models (Nice to Have)
• Experience with SSO set-up and integrations, including Salesforce, Power Automate (Nice to Have)

Why Nitro?    
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:  

Hybrid Work   
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week. 
    
Benefits:
Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.

By submitting your application, you acknowledge that Nitro will process your personal data in accordance with our Privacy Policy.

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