Support Specialist

Since 2012, Rightsline has been making work easier for rights and royalties professionals with our innovative rights and royalties management software, allowing our customers to maximize their portfolios without having to max out their daily to-do lists. 

Our fully integrated and configurable platform provides customers with comprehensive access to all their rights and royalties, across all markets and platforms, instantly. Departments can communicate, collaborate, and cohesively take action without worrying about mistakes; and in-app reports and timely alerts ensure our customers never miss an opportunity to do more. 

Welcome to a world of less data entry and more data integrity. Welcome to the Rightsline reality!

The Position

The Support Specialist position entails delivering comprehensive technical assistance to customers and colleagues at various proficiency levels. This role involves addressing inquiries related to the platform, handling reporting questions, and skillfully triaging requests that require escalation to the Product team.

Our Support Team operates within a framework of key performance metrics, including but not limited to time to first response, ticket backlog management, and customer satisfaction. We prioritize open communication and mutual accountability within our team, fostering a collaborative environment dedicated to both internal cohesion and customer success. As part of our global team, Support Specialists are expected to actively engage in daily team syncs, ensuring a seamless transition for urgent matters.

**We are looking to fill this role in a remote environment**

What you will do:

• Exhibit a strong understanding of all areas within our applications with a focus on supporting complex issues that require in-depth investigation.
• Ability to learn independently new features that are released.
• Manage and resolve incoming support tickets ranging from “how to” questions, defect or bug reports, improvement or new feature requests, report building or testing, or database queries.
• Troubleshoot and assist customers with API issues and requests.
• Serve as a point of escalation for ticket troubleshooting.
• Proactively raise and report issues that are uncovered in day-to-day testing.
• Participate in customer online training sessions or customer success webinars.
• Work with internal teams to prioritize and resolve customer issues per internal SLAs.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Keep records of customer interactions via the tools provided.  Follow communication procedures, guidelines, and policies.
  

What you will bring to the role:

• 2+ years experience in a B2B technical support role.
• Ability to write clearly and concisely and communicate effectively.
• Proficiency in reading and writing English is required.
• Strong sense of ownership and proven ability to adapt.
• Familiarity with bug tracking and ticket management software (JIRA, Zendesk)
• Proficient in Excel and data manipulation.
• Self-starter and independent worker.
• Understanding of SQL and database practices.
• An understanding of rights management and availabilities is an added benefit.
• Available to work from the Toronto office (320 Bay Street) 2–3 days per week.

Compensation

• Competitive Compensation and Health & Dental Benefits

• 401K/RRSP Match Program

The Rightsline Advantage

At Rightsline we encourage inclusiveness, purpose and innovation. We offer flexible work hours, birthdays off, alternating 4-day work weeks, one-time home office allowance, unlimited vacation time, team socials, happy hours and career progression in a high growth environment. 

• Rightsline was the very 1st cloud-based rights and contract management platform, so we’re used to innovation. We’re also used to incredible growth if you’re into that sort of thing. 😉
• You will become part of an amazing culture with a supportive executive team, smart colleagues who truly care, and a global team that’s been rocking this virtual collaboration thing since before anyone had ever heard the term COVID19.
• You’ll often hear “Yes, let’s try that!” and then have the chance to execute your ideas.
• You will grow more here than you would at any other company. That’s a promise.
• A People First Company - 4.2 rating on Glassdoor

Our 4 Stage Recruitment Process

1. Review - We review applications and screen based on a variety of criteria
2. Phone - Candidates will be screened via a quick 20-minute Zoom meeting to discuss the role opportunity
3. Interview - We will conduct 2-3 stages of interviews via Zoom
4. Offer - We will make an offer to the candidate that we feel would excel most in the role. 

**Please be advised that only those candidates selected for interviews will be contacted, and references will be requested for those candidates selected in the final interview stage.**

Equal Employment Opportunity

Rightsline is an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.

If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

Apply Today

If you want to join a company that strives for a mission, purpose and making an impact, we encourage you to apply today.