Customer Support Specialist

Top Hat, Toronto, Ontario

The all-in-one teaching platform for higher education

Does surprising and delighting customers make you a happy camper? If so, Top Hat is the right place for you! We're looking for a world class Customer Support Specialist to join our team.

We work in higher education, so that means you'll be going back to school...kind of. You'll be working on a daily basis to provide technical support to students, instructors and staff who use our tool every day to enhance the classroom experience. You’ll also be working hand in hand with your fellow Top Hatters to collaborate and solve all kinds of problems!

As a key member of our Support Team you will:

  • You will be responsible for helping out our professors, students, Top Hatters, and university staff with a wide range of challenges
  • Respond to support tickets in a thoughtful, efficient and friendly manner.
  • Effectively manage your backlog and help
  • You will become a product expert, knowing features, workarounds, and even bugs inside and out!
  • Report bugs and feature requests and follow up with customers upon implementation.
  • Find the root cause behind the pain points.
  • Communicate with the development, product and QA teams to prioritize and resolve customer issues.
  • Proactively communicate with professors on a regular basis to ensure that all their issues and concerns are being dealt with. We aim to be proactive rather than reactive here at Top Hat.
  • Other duties as required

About you:

  • You have 1-2 years experience in a related field under your belt.
  • You are proficient in English and have strong verbal and written communication skills. 
  • You have held a customer facing role previously and you loved it!
  • You’re a problem solver and have exceptional diagnostic skills.
  • You get technology and are considered a nerd (we’re full of them here, don’t be shy). You’re not scared to get your hands dirty and figure out how things work.
  • You are obsessively customer focused. You have a high level of customer service aptitude and can manage customer expectations.
  • You are a natural at managing your time and prioritizing your tasks.
  • You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer.
  • You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers.
  • You're a master multi-tasker and keep your cool in high-pressure situations.
  • It would be great if you also knew a thing or two about Salesforce, databases, or JIRA.

Some reasons we attract great people:

  • Interact directly with professors and students and get a good understanding of their challenges. You will get to represent the voice of the customer internally.
  • Develop your technical troubleshooting skills and help our customers by giving them great solutions or inventive workarounds!
About Top Hat: 

Top Hat’s interactive, cloud-based teaching platform enables professors to engage students inside and outside the classroom with compelling content, tools and activities. Millions of students at 700 leading North American colleges and universities use the Top Hat teaching platform. Headquartered in Toronto, Top Hat has been operating since 2009.

We have a vibrant culture of brilliant people who are innovators, thinkers, and creative geniuses.  We believe in defying the status quo and we want smart people like you to join us. 

The life of a Top Hatter also comes with other sweet perks too:
• Outstanding company culture, with a team that is super smart and motivated to be a part of a company that is changing the face of education.
• We offer breakfast and catered lunch every day!
• Conveniently located at Bloor and Avenue, near 3 TTC stations.
• We are one of the top education technology companies in North America (named Fastest 50 Growing Companies by Deloitte Consulting!)
• Our dress code is casual.

Top Hat welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

About Top Hat

Our Mission We treat instructors like heroes, elevating their work inside and outside the classroom with compelling content and activities to engage their students. We believe collaboration with our coworkers and with frontline educators is the key to our success. We work hard, we work smart and we work without ego. And we know our aggressive growth will revolutionize the university experience.

Top Hat

Want to learn more about Top Hat? Visit Top Hat's website.