OUR STORY

　　TechInsights is the information platform for the semiconductor industry.  

　　Regarded as the most trusted source of actionable, in-depth intelligence related to semiconductor innovation and surrounding markets, TechInsights ’ content informs decision makers and professionals whose success depends on accurate knowledge of the semiconductor industry—past, present, or future.  

　　Over 650 companies and 55,000 users access the TechInsights Platform, the world’s largest vertically integrated collection of unmatched reverse engineering, teardown, and market analysis in the semiconductor industry. This collection includes detailed circuit analysis, imagery, semiconductor process flows, device teardowns, illustrations, costing and pricing information, forecasts, market analysis, and expert commentary. TechInsights ’ customers include the most successful technology companies who rely on TechInsights ’ analysis to make informed business, design, and product decisions faster and with greater confidence. For more information, visit www.techinsights.com .

　　THE OPPORTUNITY

　　At TechInsights our Customer Operations Team is responsible for ensuring our customers receive outstanding service enabling them to realize the full value of the products and services of their subscription. The Customer Support Specialist is a full-time, on site role that will play an integral part of facilitating case management and providing excellent customer support to our Content Platform subscribers. As the Customer Support Specialist, you will ensure the timely triage of cases, resolve technical issues, and communicate any potential challenges to the team all while maintaining positive customer relationships. 

　　You are a detail-oriented problem solver, who leverages technology and the team in managing your day and solving problems.  You are customer focused and process oriented, you think outside the box and challenge current processes to make them better. Reporting to the Director, Customer Operations, you will work collaboratively with the Customer Engagement Managers and cross-functional internal teams to provide the highest quality support for our customers. 

　　WHAT YOU WILL DO

　　Manage the Support mailbox in Salesforce, and customer support inquiries through email and phone

　　Triage Support cases and work alongside the Customer Engagement Managers and various other teams to ensure cases are allocated to the correct team

　　Monitor Support dashboard to maintain set Service Level Agreements

　　Resolve, escalate and communicate technical challenges to appropriate team members

　　Leverage team members and other resources to address problems as they arise while maintaining a collaborative and positive customer relationship

　　Utilize Salesforce to update, track and report customer data

　　Contribute to internal and external documentation on the TechInsights platform.

　　Tasked with collecting data and analyzing trends to help identify areas of improvement and develop strategies for enhancing the customer experience.

　　Provide other administrative support to the Customer Operations team when necessary.

　　WHO YOU ARE

　　Post-secondary education combined with 2 years of customer service experience

　　Experience with Salesforce a requirement (other CRM software experience will be considered)

　　A strong customer focus along with a sense of urgency, ability to actively listen and be responsive

　　Tech savvy with an ability to navigate new software effortlessly

　　Excellent interpersonal and verbal communication skills

　　An appetite to learn and be able to pivot

　　Strong critical thinking and problem-solving skills

　　Ability to be proactive and escalate when necessary.

　　Have a strong attention to detail, excellent communication skills, and the ability to work collaboratively with other teams to ensure that the right information is being shared in a timely and efficient manner.

　　Case management experience considered an asset.

　　WHY WORK WITH US

　　Competitive pay and generous benefits (medical, fitness, meal)

　　Flexible vacation policy

　　Strong sense of camaraderie, mutual respect and shared goals among colleagues

　　Support for community through charitable alliances

　　Professional and career development opportunities

　　Wellness resources and support from management

　　Technology knows no bounds, and neither does TechInsights. Bringing together talented humans from different perspectives, backgrounds and abilities is something we take seriously. We’re committed to building an inclusive environment that welcomes you to be your authentic self and allows us to push past the boundaries together.

　　TechInsights is committed to meeting the needs of people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

　　As part of any recruitment process, TechInsights collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. Our Privacy policy can be referenced here: https://www.techinsights.com/privacy-policy

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