Customer Support and Sales Representative - Remote

Full\-Time Monday to Friday 9:00 am \- 5:00 pm Eastern Time (Toronto, Ontario, Canada) We are a software company serving the long term care sector with customers across North America. We are looking for an experienced, passionate Customer Support and Sales Representative to assist with inbound customer support requests by phone and email while actively identifying and closing sales opportunities. As a front\-line representative of our company you will be professional and demonstrate strong communication skills when engaging in business correspondence with our customers. **Responsibilities:** * Answering inbound customer support emails and phone calls. * Maintaining a positive, empathetic, and professional attitude toward customers. * Acknowledging and resolving customer inquiries. * Knowing our software solutions and products inside and out so that you can answer questions efficiently and accurately. * Identifying, qualifying, and closing sales opportunities with existing customers and sales leads. * Conducting software demos and presentations to promote upgrades and new products. * Consistently work toward and achieve defined monthly and quarterly key performance targets for sales and customer retention. * Recording customer feedback. * Communicating and coordinating with colleagues as necessary. * Ensure customer satisfaction and provide professional customer support. * Develop relationships with key stakeholders to maximize satisfaction and retention. * Communicating with proper grammar and punctuation. * Following internal handoff procedures and collaborating with members of other departments. **Required Qualifications:** * 2\+ years of experience in customer support, specifically in supporting software users. * Proven experience identifying, qualifying, and closing sales opportunities. * Experience working with a ticketing system like: Salesforce Service Cloud, Intercom, or Zendesk. * Experience working in CRM (client relationship management software). * Technical writing experience supporting software application customer support. * Advanced computer skills. * Proficient with Microsoft Word, Excel, PowerPoint, and similar productivity tools. * Comfortable communicating internally with a chat system such as Google/Slack/Teams. * Strong written and verbal communication are extremely important. * Attention to detail and high levels of emotional intelligence. * Ability to self\-regulate and manage stress. * Ability to teach yourself new skills, competencies, and find answers on your own. **Troubleshooting Competencies:** * Actively listen to customer questions and feedback. * Ask powerful questions to understand issues. * Use problem solving skills and troubleshooting guides to isolate the issue. * Commitment and tenacity to find a fix or workaround if required. * Knowing our software solution and products inside and out and working with senior support personnel to troubleshoot issues. * Occasional phone/video calls with customers