Client Support Specialist
4 weeks ago
This position is responsible for providing technical support and customer service to clients globally, with a focus on those based in Canada. The ideal candidate will have excellent communication skills, be able to diagnose and resolve problems with confidence, and have a drive to succeed.
Key Responsibilities- Answering 20-30 calls per day, supporting clients speaking English or Canadian French
- Managing communications with customers through various channels (phone, live chat, tickets submitted in our online portal)
- Completing customer submitted tickets in a timely manner in ServiceNow
- Personal ownership of calls from start to resolution
- Contribute positively to company goals by meeting and exceeding department timelines
- Acting with a consultative approach towards end-users and network carriers
- Ability to provide clear technical support instructions to a variety of corporate end-users with different needs
- Completing task work, training programs, and providing accurate feedback
- Ensure customer satisfaction and provide professional customer support
- Live mobile device troubleshooting with end users of various backgrounds and expectations
- High school diploma or equivalent required
- Must be able to speak, read, write and communicate fluently, professionally and effectively in both English and Canadian French
- Must be confident on the phone and maintain a positive attitude with clients and co-workers
- Must have at least 2 years of customer service experience in an interactive and fast paced environment
- Call center experience is a bonus
- ServiceNow experience preferred but not required
- Cellular carrier and mobility experience preferred but not required
- Familiarity with computer software relating to mobile device management but not required
- Proficient and patient in providing complex, detailed technical support
- Strong organizational skills and attention to detail
- Ability to analyze data, own reporting and spot errors
- Problem Solver - ability to identify and resolve issues with speed
- Great communication skills
- Moderate computer skills and typing ability
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