Technical Support Specialist (Remote)

About Cangrade:

As an AI-based HR company, we at Cangrade have a unique responsibility for the impact that we make on the lives of job applicants and employees, and our customers business results. Promoting scientific validity and equitable results are our top priorities.

As part of the Cangrade team, you will immerse yourself in the world of AI tech, get to experience a variety of projects and responsibilities, and enjoy the flexibility of remote work and unlimited vacation time. But most importantly, you will become a part of an exceptional team of diverse people dedicated to shaping the future of talent management with ethical, transparent, and bias-free AI.

Cangrade operates in a high trust environment. We assume good faith, exercise kindness, and prioritize honesty. By seeking out emotional maturity and intellectual openness in our team members, we make better decisions as a group than any one of us could as an individual.

What we offer:

• Full-time, predominately remote role with occasional team meetups in our office
• Health insurance (including dental and vision)
• Stock Options
• 401(k)
• Flexible vacation time and quarterly company-wide mental health days
• Emphasis on career development and upskilling

Hear what some of our current and past employees had to say on Glassdoor about working at Cangrade:

• "A wonderful place to work with a fantastic team and impeccable work-life balance"
• "Amazing team + Product"
• "Plenty of room to grow and develop in your career"
• "Cangrade prioritizes personal development and growth in each one of their employees"

Job Summary:

As a Remote Technical Support Specialist at Cangrade, you will play a vital role within our Customer Success team, providing technical assistance and exceptional customer service to clients using our talent assessment platform. This position offers the flexibility of working remotely while being part of a fast-paced startup environment. We are seeking a highly-motivated individual who thrives in a remote setting, enjoys working both within a team and independently and is passionate about delivering results. Your technical expertise, problem-solving skills, and drive to deliver superior customer service will be essential in delivering an outstanding experience to our clients.

This is an excellent opportunity for a junior professional who is eager to grow with the company and contribute to our mission of revolutionizing talent assessment and selection.

This position is US-based and requires basic proficiency in coding languages such as PHP, JavaScript, MySQL and MongoDB. - Serve as the primary contact for customer technical inquiries, troubleshooting and resolving issues related to our talent assessment platform. - Partner with cross-functional teams to identify and resolve technical problems and provide insights gathered from customer interactions to contribute to product improvement. - Track customer interactions, technical issues, and resolutions in our CRM system. - Proactively communicate with customers to provide updates on reported issues, escalate unresolved problems to appropriate teams, and ensure timely resolution. - Lead customer onboarding, helping new users set up, adopt, and succeed with our product - Manage and troubleshoot ATS integrations, working with customers applicant tracking systems to ensure smooth data flow - Contribute to the creation and maintenance of knowledge base articles, FAQs, and other resources to enable customers to self-serve. - Stay up to date with Cangrades products, features, and industry trends to provide informed assistance to customers. - Work with the Customer Success team to identify opportunities for upselling and expansion of Cangrades products and services. - Participate in the testing of new internal and external features.