ContactMonkey helps businesses boost growth and productivity through their internal communications. With our powerful tech stack, businesses can create, send, and track HTML email within Outlook or Gmail. Today, ContactMonkey’s software is being leveraged within the world’s leading Enterprise organizations, including brands like Rogers, IKEA and KPMG! 

2023 was a great year at ContactMonkey and 2024 is off to an amazing start! Here’s what we’ve been up to:

• Ranked by the Globe & Mail as one of Canada’s fastest growing companies
• Recognized as part of the 2023 Deloitte Technology Fast 50™ awards program as one of the fastest-growing technology companies based on the highest revenue-growth % for over 4 years
• Recognized in Deloitte Technology Fast 500™ as one of the fastest growing companies in North America
• And finally to cap off the year, we just raised a $55 million Series A financing!

We understand that joining a team is one of the most important decisions you make ❤️, and adding a team member is one of the most important decisions we’ll make. Through our process, we want you to get to know us and understand how you approach problems, learn, and what motivates you!

About the job

ContactMonkey is looking for an individual to join our growing Technical Support team! This is an exciting role nestled in an ever-changing environment where you can resolve issues for our customers with permanent solutions.

You’ll be an important front-line technical contributor to the ContactMonkey ecosystem. This role allows for a lot of collaboration between our product/dev/customer success teams and with our customers. You’ll be able to demonstrate your exceptional customer service skills, adapting quickly to incoming customer and user inquiries, and will embody our commitment to delivering best-in-class technical support. You’ll be an escalation point for our front-line help desk team and will be utilising your soft-skills and your ability to sniff out technical details and customer problems, with a focus on improving the customer experience. You’ll become an expert in our organization and in our software and will be able to share your knowledge with customers and employees alike.

What you will be doing

• Be a part of our ticketing response team through our helpdesk and live chat to ensure that customer needs are understood and addressed
• Recording conversations in written form and summarizing the main reason for a customer’s call
• Conducting investigations and diving into first-time problems that customers have encountered, determining if an issue requires coding changes
• Identifying gaps in our processes and be a thought leader in solutions to resolve issues through documentation and internal process improvements
• Training and working with our front-line workers to help develop their technical skills
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters

About you

• 3+ years experience in customer technical support, preferably in business end-user troubleshooting and within the software industry
• 3+ years of troubleshooting email systems (Outlook on Desktops, Outlook Web Application, and Gmail)
• 3+ years of experience working in a small (less than 100 person) to medium-sized (less than 500 person) organizations
• 3+ years working with help desk systems, documentation for technical conversations, and managing support cases
• 2+ years with HTML and/or JSON analysis
• 2+ years of writing technical documentation guides for end users and internal processes

How you can stand out

• Experience with Zendesk ticketing operations/administration
• Experience with troubleshooting software issues and discovering root causes
• Prior experience with Exchange, API and Webhook troubleshooting
• Strong familiarity with Slack, Teams, Zoom, and online communications
• Ability to utilize GetGuru, or other documentation tools
• Infectious ambition, positivity, engagement, and the desire to provide support to customers facing software challenges

Why ContactMonkey?

We offer…

📚 Monthly stipend for personal and professional growth

🍎 5 Health days per year

💰 Stock option plan

🏝 Generous vacation package

🧖 1 personal day to do as you please

☀️ Summer hours in July and August

🌎 Work from anywhere in the world for 6 weeks

🤝 A supportive team who celebrates successes and tackles challenges together

Our team is reimagining what it means to send and receive valuable communications to an entire workforce. By joining ContactMonkey, rest assured our wickedly smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas in everything we do. We’re looking for talented people who want to grow their career with us while making an impact with groundbreaking ideas.

Equal Employment Opportunity

Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don’t have all the listed qualifications, we encourage you to apply anyway!

ContactMonkey does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.