Client Support Agent

Client Success has been a major distinguishing feature of Bonfire since day one. Our clients love us and they alway rave about our world-class support. We work closely with our clients to help incorporate their suggestions and ideas into our product. This has led them to renew contracts year after year, and to refer their colleagues to Bonfire. Client Success is immensely important and we help ensure the continued success of Bonfire. 

As a Client Support Agent, you will be the face of Bonfire with our clients, and also the voice of the client within Bonfire. There’s a lot of weight on your shoulders but also lots of opportunities for you to make a huge impact. You’ll be responsible for many things, from providing best-in-class support, to creating training videos, to organizing regular customer training sessions and customer-focused events.

We need someone who is willing to get their hands into the weeds and willing to make every opportunity count with our clients. Someone who can “own” their responsibilities from start to finish.

What you'll be doing:

  • Respond to client support requests in a timely manner (flexible working hours, no weekends)

  • Create product walk-throughs, help desk articles, presentations, and training videos

  • Create and maintain online training courses

  • Assist in organizing customer-focused events such as our annual user conference, and monthly user group meetings.

  • Relay feature requests to the product team, working with our talented developers on designing and testing new features and modules

 

About you:

  • You're scrappier than MacGyver

  • Empathy is your middle name - you’re a people person, and you enjoy interacting with new people day in, day out

  • Reliable, dependable, and self-starting. You own your domain and will do whatever it takes to get the job done.

  • You understand that in a startup you wear multiple hats, there’s no job description to limit what you’ll do and what you won’t do

  • You’re always re-examining the process and looking to improve it. You don’t buy the “we’ve always done it this way” mantra

 

What we’re looking for: 

  • 1-3 years experience in a professional client support role or procurement role

  • Post-secondary education in a business, communications or technical discipline

  • Experience in the procurement industry is a major plus

  • Experience managing multiple projects at once

  • An analytical person, capable of taking on multiple projects at once

  • Strong attention to detail as well as excellent time management skills

  • Excellent conflict resolution and objection handling skills

  • Someone who can build and maintain lasting internal and external relationships

  • Strong presentation skills

  • Excellent knowledge of MS Word, Excel, PowerPoint

 

About Us:

  • We’re made up of both start-up veterans and newbies. Our diverse team has been involved with companies from traffic tech to mobile messengers to breweries to engineering firms to tech giants.

  • We’re a Y-Combinator graduate company – the best start-up incubator in the world – and remain deeply connected with both the Waterloo scene and Silicon Valley

  • We’re a VC-backed start-up (and growing quickly like one should)

  • We only hire the best people… and to us ‘best’ means driven, passionate, and also nice (we have a ‘no jerks’ rule)