Global Support Representative
**你的使命**全球支持代表提供了卓越的客户体验，同时回答 Nulogy 在世界各地的客户复杂的技术支持问题。你将成为 Nulogy 所有服务的专家，能够协助处理最具挑战性的询问。全球支持代表作为产品专家，为客户提供产品知识并通过教育和资源引导他们实现自给自足。如果你热衷于帮助人们并且想在一个具有挑战性，快速发展的环境中工作，你可能是我们的下一代全球支持代表！**KEY RESPONSIBILITIES** - 通过电子邮件和电话支持客户每天对他们的询问进行适当的管理，并始终跟踪承诺和时间承诺 - 在我们的支持票追踪工具中准确记录所有客户通信 - 理解客户业务流程和软件系统流程及其关系 - 为客户完成定期任务，例如报告创建 -确保报告缺陷得到彻底测试，复制和文档化 - 与开发支持团队密切合作以确保事件及时解决并在 SLA 内 - 通过新的支持文章，视频和培训材料更新内部知识库，并向客户提供新信息。- 有时可以旅行和访问我们的客户**关于你** - 了解提供优秀的客户体验的概念。- 渴望与客户及其员工建立牢固的关系。- 在压力性情况下也保持友好，同情感，耐心和人格良好。- 具有卓越的书面和口头沟通技能。- 可以练习三 （思考，说话，打字）- 展示出创造性的，系统性的解决问题能力。- 强大的技术，软件，互联网经验 - 3年以上客户/技术服务经验 **NICE TO HAVE** - 关系数据库知识，SQL,Microsoft Excel - 在供应链，EDI,物流，制造或包装领域的经验 - 多语言 （西班牙语，法语，普通话）**公司概述** Nulogy 是一个制造技术公司，其目标是改善我们每天使用产品的设计，生产和交付人员的生活.Nulogys 制造操作系统帮助制造商和包装商自动化生产过程中的每个阶段
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**YOUR MISSION**
Global Support Representatives provide an exceptional customer experience while answering complex technical support questions from Nulogy’s customers across the globe. You will be an expert on all of Nulogy's services, able to assist with the most challenging inquiries. Global Support Representatives act as product experts, empowering customers with product knowledge and guiding them to self-sufficiency through education and resources. If you’re passionate about helping people and want to work in a challenging, fast paced environment you may be our next Global Support Representative!
**KEY RESPONSIBILITIES**
- Support our customers by email and phone with their inquiries on a day‐to‐day basis
- Manage customer expectations appropriately and always follow up on promises and time commitments
- Accurately log all customer communications in our support ticket tracking tool
- Understand customer business processes and software system processes and their relationships
- Complete regular tasks for customers such as report creation
- Ensure reported defects are thoroughly tested, replicated and documented
- Work closely with our development support team to ensure incidents are resolved timely and within SLA’s
- Update internal and customer facing knowledge base with new support articles, videos and training material
- Able to occasionally travel and visit our customers
**ABOUT YOU**
- Understands the concept of providing an excellent customer experience
- Be eager to build a strong rapport with our customers and their employees
- Be friendly, empathetic, patient and personable even under stressful circumstances
- Have outstanding written and verbal communication skills
- Can exercise the “Three T’s” (Thinking, Talking, Typing)
- Show a strong ability to solve problems creatively, and systematically
- Demonstrate great attention to detail, and be an organized thinker
- Strong technical, software, internet experience
- 3+ years of customer/technical service experience
**NICE TO HAVE**
- Knowledge of relational databases, SQL, Microsoft Excel
- Experience in supply‐chain, EDI, logistics, manufacturing or packaging
- Multilingual (Spanish, French, Mandarin)
**COMPANY OVERVIEW**
Nulogy is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.
Nulogy’s Manufacturing Operating System helps manufacturers and packagers automate every stage of the production process—from inventory to quality—which reduces operating costs, increases efficiency, and boosts customer satisfaction. Hundreds of manufacturing sites around the world are powered by Nulogy, and our software also runs in the networks of world-leading brands such as Colgate-Palmolive, L’Oréal, and Procter & Gamble.
Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.
By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.
**OUR VALUES**
**1. We put people first**
We lead with genuine care, build strong relationships, and create space for people to grow.
**2. We rewrite the playbook**
We don’t wait for perfect conditions. We move, deliver, and refine, solving problems creatively as we go.
**3. We learn up**
We stay curious, learn from the people and experiences around us, and keep looking ahead.
**4. We take the hot potato!**
When something goes wrong, we don’t pass the problem along. We take ownership and work together to solve it.
**5. We ring the bell together**
We celebrate success as a team and recognize the people who helped make it happen.
**WHY NULOGY**
We’re solving problems that no one has been able to solve before. This is an opportunity to join a team that is transforming the way that supply chains are structured.
Competitive benefits package: Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer; Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children; Flexible paid vacation policy; RRSP Matching Program, 401K program.
**FULLY REMOTE**
Everyone is set up with the tools and resources required to stay connected and help employees do their best work.
_Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply._