Customer Support Specialist (Canada)

• Provides support to customers via phone, email, chat, and online help channels

• Provides answers to clients for basic, general questions about products and orders

• Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations

• Provides general how-to guidance and user information with company software products

• Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required

• Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs

• Responds to customers in a timely and efficient manner within designated service level agreements

• Assists in identifying areas of improvement for clients, and user training of supported software and programs

• Assists in improving system performance by identifying problems and recommending changes

• Requires good interpersonal and customer service skills

• Must be able to work in a multi-task environment with limited supervision

• Must be able to sit for extended periods of time

• Must be able to work rotating shifts

• Previous call center/customer support center experience preferred

• Requires good written and oral communication skills

• Problem Solving and Conflict Resolution

• Ability to multi-task, prioritize, and manage time effectively

• Proficient in Microsoft Office products, including Word, Excel and SharePoint

• Ability to learn and provide support to software at a rapid pace

• Experience with Salesforce and other software applicable to day-to-day tasks.

•Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions •Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives •Critical Thinking: Understand problems and ask the right questions to distill / simplify complex scenarios •Innovation: Generate effective new approaches & solutions to enhance the customers' experience and solve practical problems •Adaptability: Ability to effectively prioritize and proactively respond to customer needs •Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers for driving continuous improvement through analytics •Drive for Results: Self-motivated to exceed objectives as defined on time

• Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles