Live Chat Support Specialist - Remote

About the Role

Join Vena Solutions, a leader in financial technology delivering an AI-enhanced financial planning and analysis platform integrated with Microsoft technologies. We are hiring a dedicated Live Chat Support Specialist to work remotely, acting as the primary contact for clients using our platform. This role is pivotal in delivering outstanding customer service by answering inquiries, resolving issues, and maximizing user satisfaction.

Key Responsibilities

• Respond promptly and professionally to customer questions through live chat.
• Provide precise and helpful information regarding Vena's platform and services.
• Troubleshoot and guide customers through technical issues with clarity and patience.
• Collaborate with internal teams like technical support and product experts to escalate and resolve complex problems.
• Accurately log all customer interactions and solutions in the CRM system.
• Maintain comprehensive knowledge of product features and updates to deliver superior support.
• Assist in creating and improving support documentation for customers.
• Maintain high customer satisfaction and foster a constructive team environment.

Qualifications

• Proven background in customer support or helpdesk roles, ideally with live chat experience.
• Excellent written English communication skills capable of explaining technical details effectively.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and manage time effectively in a remote context.
• Customer-focused attitude passionate about improving client experiences.
• Familiarity with helpdesk software and CRM tools is preferred.
• Professional demeanor with patience and a positive outlook.
• Experience in SaaS or FinTech sectors is advantageous.
• Basic knowledge of financial planning or accounting concepts is a plus.

Benefits and Perks

• Competitive hourly wage ranging from $30 to $35 CAD.
• Annual performance-based bonuses.
• Comprehensive health, dental, and vision insurance coverage.
• Company matching contributions to Registered Retirement Savings Plan (RRSP).
• Generous paid time off including vacation, personal, sick days, and statutory holidays.
• Employer-funded life and accidental death & dismemberment insurance.
• Access to Employee Assistance Program (EAP).
• Opportunities for professional growth and training.
• Flexible remote work environment.
• Company provides necessary laptop and home office equipment.