iN2L + LifeLoop | One Mission. One Solution.

Customer Support Specialist

May 19, 2022

At LifeLoop we pride ourselves on being customer centric. We strive to provide the best customer experience and we hire accordingly! If you love being part of a team environment, helping others and being organized you will fit right in! LifeLoop is a fast-growing SaaS company that is continually adding to its team, providing ample opportunity to grow with it!

The Customer Support Specialist role is responsible for providing support for all LifeLoop users (staff, residents, and family). This position requires excellent troubleshooting skills with precise and quick responses. They will work closely with the QA (Quality Assurance) product team to troubleshoot and resolve any issues beyond their control and effectively communicate outcomes.

As part of the Customer Success Team, this position will be cross trained on all facets of customer success during onboarding. This will include being trained on Implementation, Onboarding and Customer Relationships.   

Required Knowledge, Skills, and Abilities

Customer service – Most of the Customer Support Specialist’s day will be interacting with customers. Providing that “next level” of customer service is where LifeLoop stands out. Personal qualities needed to do so include, but are not limited to:

      • Being patient
      • Showing empathy
      • Possessing a calm demeanor
      • Ability to educate and communicate clearly and concisely

Computer Literacy - Will be required to learn and become proficient with internal systems and the LifeLoop Platform. Some frequently used systems include Microsoft Excel, Word, SharePoint, Zoom, Canva and Google docs.

Teamwork - this job involves working closely with colleagues towards shared company and team goals, so must work well with others.

Communication skills – should be strong communicators, as will need to be in constant communication with the customer, the QAs, and their other team members.

Problem-solving skills – need good decision-making and problem-solving abilities to help identify software issues or user errors and provide clear and timely follow-ups to resolve.

Self-Starter – Minimal guidance for some tasks may be provided so a pro-active, self-starter is a key quality.

Responsibilities

  • Answering and troubleshooting all support inquiries via emails for all users.
  • Answering and troubleshooting all support inquiries via calls for all users.
  • Documenting all support touchpoints.
  • Replying to all incoming feedback.
  • Documenting all feedback.
  • Communicating effectively with the product QA team.
  • Communicating effectively with the Customer Relationship Specialists.
  • Conduct product auditing and quality assurance checks
  • Occasionally may be required to fill in for the Implementation, Onboarding or Customer Relationship Team.

Got Questions? We have answers!

We're always looking for talented pros to join our team, so if this sounds like the place for you, we want to talk.

careers@ourlifeloop.com