Customer Service & Support Specialist Daylite
As a Customer Service & Support Specialist at Marketcircle, you’ll be the go-to resource for our customers, providing front line support across live chat, email, phone, and remote screen sharing. You'll help small business owners and professionals get the most out of our macOS and iOS software by answering how-to questions, troubleshooting technical issues, and resolving billing-related concerns.
Your responsibilities will include:
- Assisting customers with how-to questions, helping them navigate and use Daylite and Billings Pro
- Troubleshooting technical issues related to Daylite and Billings Pro
- Providing billing and subscription support, answering questions about invoices, renewals, and payments.
- Handling customer inquiries through email, live chat, phone, and screen-sharing sessions.
- Logging and tracking customer issues with detailed documentation.
- Identifying patterns and escalating technical trends to our Quality Assurance and Engineering teams.
About You
You’re an Apple enthusiast with a strong technical mindset and a passion for helping people. You thrive in a customer-facing role, balancing patience and problem-solving while delivering an exceptional support experience. You also:
- Communicate with empathy— Whether it is over email, chat, or a call, you listen actively, understand customer frustrations, and respond with patience and kindness.
- Create a positive experience—whether a customer is asking a quick question or navigating a complex problem, you guide them with clarity, kindness, and confidence.
- Know macOS and iOS inside and out—you’re deeply familiar with Apple’s ecosystem and quickly adapt to new OS updates, features, and technologies.
- Take initiative to help—you don’t wait to be told what to do; you see an issue and step up to solve it.
- Understand business operations—you recognize the challenges small businesses face and can relate technology to real-world needs.
- Are adaptable and organized—you can balance shifting priorities while seamlessly moving between chat, email, and screen-sharing support.
- Love collaboration—you share ideas, improve processes, and contribute to a strong team culture.
Tools & Technologies You’ll Work With
- Marketcircle Products: Daylite, Billings Pro
- Support Tools: HelpScout, TeamViewer
- Technical Tools: PSQL/SQLite, Graylog, Console, Terminal
- Internal Tools: Slack, Confluence
What We Offer
Competitive Salary: TBD (commensurate with experience).
Flexible Work Arrangements: Fully Remote working
Health & Benefits Package: Comprehensive medical, dental, and vision coverage.
Professional Growth: Access to learning resources, training, and mentorship opportunities.
Vacation & Work-Life Balance: Generous paid time off and flexible scheduling.
A Team That Cares: Collaborative and supportive work culture where your ideas matter.
Why Join Us?
At Marketcircle, we don’t just provide support—we build relationships with our customers and help them succeed. If you’re passionate about Apple technology, solving complex problems, and delivering top-tier customer experiences, we’d love to hear from you.
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At Marketcircle, we're on the lookout for a dynamic Customer Service & Support Specialist to join our team, offering support remotely in beautiful Toronto, Ontario! This is not your ordinary customer support role; it's a chance to become a trusted ally for small business owners and professionals who rely on our fantastic macOS and iOS software, Daylite and Billings Pro. As a specialist in this position, you'll engage with customers through live chat, phone calls, emails, and even remote screen sharing. Your superpowers will be assisting with how-to questions, troubleshooting tricky technical issues, and tackling any billing queries that come your way. We want someone who finds joy in helping others and embodies the spirit of empathy. You're going to create positive experiences for customers, guiding them patiently through their challenges with clarity and confidence. Being adept in the Apple ecosystem is crucial, as is your understanding of the everyday hurdles small businesses face. At Marketcircle, we thrive on teamwork and collaboration, so your innovative ideas will play a big role in enhancing our customer support processes. With a competitive salary, flexible work arrangements, a comprehensive health benefits package, and ample opportunities for personal and professional growth, we believe in taking good care of our team so they can take care of our customers. If the prospect of delivering outstanding customer experiences excites you, don’t hesitate to reach out—we’d love to hear from you!
daylite harnesses the familiar elegance of the apple ecosystem to help you thrive from your first meeting through the final deliverable. designed for small businesses, independent professionals and freelancers driven to work efficiently and impre...
3 jobs
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