Bilingual Customer Success Guru

  • Ackroo Inc
  • Ottawa, ON, Canada
  • Jan 24, 2018
Full time Customer Service Support

Job Description

Location: Ottawa, ON and Grimsby, ON

We are seeking a Customer Success Guru for a full time, permanent position (combination of home office and in-office work) in one of Ottawa’s most exciting and innovative companies. This is a multifaceted role which requires abilities in enterprise customer support, product quality assurance, as well as documentation as a member of a cross functional team. You will work under the engineering domain, reporting to the Director of Product Delivery and Support, but must interface with other groups such as operations, customer support, and sales. Ackroo is building the next generation of gift card and loyalty rewards payment products. You will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence.


Carry out 1st-line technical support based on product knowledge

Take ownership of customer issues and see problems through to resolution

Escalate product issues to Engineering team and customer support to Client Services team

Work with internal teams to obtain an in-depth understanding of our products

Set up and test web applications across mainstream browsers

Identify and document product defects

Document knowledge in the form of frequently asked questions and technical articles

Understand and query SQL databases and run scripts to troubleshoot or complete support tasks

Required Qualifications:

Excellent communication skills, both written and verbal, in English and French

Proficiency with SQL queries, and understanding of relational databases

Comfortable with scripting languages – Ruby

Comfortable on the Linux command line

Ability to produce clear documentation using text and pictures

Understanding of software quality assurance methodologies and tools

Strong problem-solving skills

Ability to work in a cross functional team

Experience in any of the following would be considered an asset:

Familiarity with Zendesk, or equivalent customer service and support ticket system

Familiarity with Jira, or equivalent defect tracking/project management tools

Familiarity with Web Application testing across mainstream browsers

Think you’d be a good fit?  Send us your resume!