Technical Support Representative

Hey there! We’re ContactMonkey 👋

Our mission? To power measurable employee engagement worldwide. And we’d love for you to join us!

About the job - EMEA Technical Support Representative

Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses answering product queries, troubleshooting email delivery issues, and escalating complex concerns to the appropriate teams, ensuring seamless communication and client satisfaction.

In this role, you’ll report to the Head of Support and work towards a shared goal of delivering best-in-class global service to our clients. You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback.

This position will be fully remote, based out of the United Kingdom or Ireland.

Your impact

• Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
• Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, and innovate solutions that enhance the support experience
• Relationship Building:  Friendly with a professional demeanour, ensuring that the customer's success is our success, and can easily develop a positive rapport through helpful service
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency

About you

• You are a maven in customer support, driven by client satisfaction and product adoption
• You have at least 1 year of professional Customer Support, Service, Implementation or Success experience
• You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
• You are quick on your feet, tenacious, and leave no stone unturned when problem-solving independently
• You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
• You are patient, personable, and have a great sense of humour. You thrive on winning together as a team

How you can stand out 

• You have direct experience in customer technical support, preferably in business (B2B) end-user troubleshooting, and within a SaaS environment
• You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, Guru, etc
• You are proficient with HTML and JSON analysis
• You have experience managing and troubleshooting email platforms, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues

What we bring to the table 

🏥 100% employer-paid benefits and a health spending account from day one
🌎 Work from anywhere in the world for up to 6 weeks
💰 Stock option plan for a stake in our success
🏝 Generous vacation package to take well-deserved breaks
📚 Personal development budget to fuel your growth
☀️ Summer Fridays in July and August (enjoy that extra long weekend)
🧖 One personal day and one volunteering day to give back to the community
🍎 Five health days per year
💼 Beautiful downtown Toronto office for hybrid work—stocked with all the best snacks

Who We Are 

Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. Brands like IKEA, Roku, KMPG, and countless others are using our solution to transform employee engagement.

Our all-in-one platform—featuring a drag-and-drop email builder, engagement tools, and analytics—makes it easy for businesses to create, send, and measure their internal email campaigns directly within Outlook or Gmail. This way, internal communications go from being ignored to binge-worthy, sparking more opens, clicks, and conversations.

We’ve been on an explosive growth streak over the past few years, and we’re not slowing down anytime soon. Here’s a bit of what we’re proud of:

• Ranked by the Globe & Mail