Position: Customer Onboarding and Support Specialist

Location: Montreal (Hybrid)

Reports to: Director of Customer Experience

About Zaddons

Zaddons develops specialized add-ons that enhance the scheduling capabilities of HRIS platforms. With a focus on optimizing complex workforce management, we deliver seamless solutions that transform scheduling workflows into actionable processes for industries managing large, complex, and diverse workforces.

Choosing Zaddons means joining a team where your values, your ideas and your talent help grow an innovative company.

About the Role

Responsible for providing high-quality onboarding, enablement & technical support to Zaddons' customers by managing incoming tickets, conducting issue triage, accurately documenting and reproducing issues, and coordinating with internal teams to resolve client concerns. This role is crucial in establishing and maintaining client trust through empathetic communication and proactive follow-ups and supporting successful onboarding and enablement to ensure a smooth client journey from implementation to adoption.

Be part of our team where each resource is recognized as a key player in our success!

Responsibilities

The successful candidate will be responsible for:

Support Client Onboarding and Enablement

• Assisting new clients during the onboarding process by addressing early-stage technical inquiries, producing documentation and video capsules and helping them navigate post-implementation.
• Collaborating with implementation and customer success teams to ensure new users are properly enabled with the tools, training, and documentation they need.
• Monitoring early product usage and identifying potential issues or knowledge gaps, offering timely support or resources.
• Providing feedback to internal teams to continuously improve onboarding content and enablement processes.

Build and Maintain Client Trust

• Building strong client relationships by:
• Providing empathetic and professional communication,
• Keeping clients updated on ticket progress in accordance with SLA guidelines,
• Gathering additional information as needed to aid in resolution.

Manage Client Support Tickets

• Managing and responding to incoming tickets through Freshdesk, ensuring timely and accurate responses.

Conduct Issue Triage and Classification

• Conducting triage to determine whether reported issues relate to Zaddons products or the client's HRIS, and escalating as needed.

Reproduce and Document Issues

• Reproducing issues to confirm their validity and documenting clear, step-by-step instructions for the development team to facilitate faster resolution.

Collaborate on Ticket Resolution and Quality Assurance

• Collaborating with the development team to proactively monitor ticket progress, participating in QA testing for resolved tickets, and ensuring overall ticket quality.

Qualifications

• Bilingual (English and French) with excellent written and verbal communication skills (mostly English-speaking customer base).
• Proven experience in a technical support or customer service role, preferably within the software or HR Tech industry.
• Proficiency with ticketing systems such as Freshdesk or similar platforms.
• Familiarity with producing enablement content (audiovisual & written).
• Experience supporting client onboarding and enablement activities is a strong asset.

Interpersonal and Professional Skills

• Strong empathy and ability to build client trust through effective communication.
• Excellent skills in documenting and clearly conveying technical information.
• Detail-oriented with excellent problem-solving abilities and a customer-centric approach.
• Proficiency in creating and using GPT prompts to enhance productivity.
• Strong organizational and time management skills for handling multiple tickets and cross-functional collaboration.
• Ability to work collaboratively and independently in a fast-paced environment.

Career Development

Here you have an opportunity to join a young, dynamic team, strong in its achievements and in full growth. You will have the opportunity to evolve in a dynamic environment where challenges are constant. As Zaddons is a constantly evolving company, new opportunities will arise for you.

Boost your career!

Zaddons subscribes to the principle of employment equity. The use of the masculine gender in this job offer includes all genders and makes no distinction between genders.