Job Information
Carrier Client Support Associate – Technical Writing in Toronto, Ontario
Country:
Canada
Location:
LOC13089: 366 Adelaide Street West, Suite 301 Toronto, ON M5V 1R9
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
The Fire and Security group represents a comprehensive product portfolio to protect buildings, people, and assets. We provide innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, mobile applications, and fire suppression and detection systems.
Access Solutions consists of 4 companies namely LenelS2, BrokerBay, Supra and Onity. Currently we are part of Carrier Fire & Security.
BrokerBay is an exciting new product within the Fire and Security business. BrokerBay is an advanced cloud-based ecosystem designed to replace the clunky legacy systems previously used by brokerages across North America. We’re on a mission to consolidate, automate, and revolutionize the way brokerages do business from start to finish. As one of the fastest-growing real estate start-ups in Canada, there’s no better place to be if you’re looking for a dynamic work environment with plenty of room to flex your professional muscles. BrokerBay is currently part of the Carrier Group.
The BrokerBay team is tight-knit, whip-smart, and loves a good joke. You can find us innovating (or playing ping pong) at our shiny downtown Toronto office as we transform the real estate landscape one feature at a time. We’re ambitious, goal-driven, and take on big challenges together collaboratively. 2023 proved to be our busiest year yet and we’ve got our sights set high for 2024!
About this role
BrokerBay has a permanent, full-time opportunity for a Client Support Associate – Technical Writing who can build cross-functional and client relationships, write customer-facing documentation, resolve client issues, analyze trends, and provide product insights.
This position is 3 days in office & 2 days at home hybrid setup for someone residing within the GTA and willing to work in Downtown Toronto. This is a great opportunity to build skills in our product as you build partnerships with other departments.
Key Responsibilities
Ensure that internal and customer-facing knowledge bases are up to date; responsible to write / edit / enhance technical documents as the BrokerBay Platform is enhanced every two weeks
Simplify complex concepts into end user friendly language and be concise in exchanges with clients and internal parties
Build strong cross-departmental relationships; be the voice of the customer in internal meetings
Juggle competing responsibilities and deliver on projects with strong organization and timeliness
Tackle unexpected technical and client issues professionally and promptly
Track frustrations or process gaps; present well-thought-through solutions to improve upon these
Shape the client experience; engage with and resolving client issues through Zendesk
Analyze data trends to assist in optimizing our support channels and strategies
Provide insight on product and client experience development
Basic Qualifications
Associate Degree
2+ years experience in Customer/End User Technical Writing or SAAS Support
Preferred Qualifications
Associate degree business or languages
Bachelor’s degree
Experience using tools such as Zendesk, JIRA, Guru, and Microsoft Office
Experience working in the Real Estate industry
Project management and problem-solving skills
Experience troubleshooting technical issues
Able to work in high-pressure situations
Solution seeking and ownership skills
Hungry for knowledge and enjoy self-learning
Determined to find your way around obstacles
Excellent English verbal and written communicator
Experience writing customer-facing documentation
RSRCAR
#LI-hybrid
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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