Description

• Occasionally engages in system issues or escalated situations
• Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction.
• Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency
• Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
• Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions.
• Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement.
• Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution.
• Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly.
• Actively edits, updates, and creates knowledge base articles
• Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements
• Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed.
• Occasionally acts as an informal resource for team members with less experience
• Ensure first contact response and resolution for non-complex customer queries is within defined targets.

Requirements

• Excellent customer service, communication and relationship building skills
• A good understanding or insight into trades industries is highly desirable.
• Requires specialized skills or proficiency in a range of work procedures or processes
• Committed to expanding knowledge in application supported, understands large-scale impact of configurations.
• An eagerness and enthusiasm to learn, along with the ability to learn quickly
• Is able to effectively identify and document inconsistency in application behaviour
• Able to troubleshoot moderately complex problems and explain the "why".
• Excellent time management and organizational skills
• A solid understanding of cloud-based technologies and systems
• Upbeat and proactive can-do attitude
• Strong problem solving, trouble shooting and questioning skills
• Up to 2 years of related experience in a similar role or high volume contact centre environment
• A polite and friendly telephone manner
• Ability to cross trains in secondary module and demonstrate basic understanding and troubleshooting skills.
• A self-starter with a demonstrated ability to use own initiative
• Has become agile in learning on the fly in our fast-paced environment

Benefits

• Opportunities for career progression and development
• Comprehensive medical, dental, vision package with 100% employer paid options
• Generous Parental Leave Program
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'!
• Responsible Time Off
• 401k/Retirement Plan with 6% employer match
• Public Holiday Exchange Scheme
• Diverse training & internal networking opportunities across all of our product lines
• Service recognition awards
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Paid Volunteer Leave Days
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.

Training + Development

Interview process

Visa Sponsorship

Security clearance