Customer Support Agent

iQmetrix; Regina; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading technology company in Canada is seeking a Customer Support Agent to provide first point of contact support for their product suite. The role involves resolving customer inquiries through various channels including phone and email, and requires strong customer service experience and troubleshooting skills. Ideal candidates will have a proactive mindset towards process improvement and familiarity with tools like SalesForce.

Qualifications

• 2+ years customer service experience, ideally in a customer service or previous support role.
• Proficient in conveying complex technical information clearly.
• Familiar with current PC technology and remote devices.

Responsibilities

• Resolve customer issues via phone, chat, and email.
• Maintain documentation for customer self-service.
• Collaborate with internal teams on issues and solutions.

Skills

Customer service experience

Troubleshooting skills

Process improvement mindset

Typing speed of 40+ WPM

Tools

SalesForce

ServiceCloud

Job description

About the Team:

iQmetrix's Customer Support team is a group of passionate, detailed, and technically driven people responsible for providing front line support to our customers. We love solving our customers problems and creating great experiences.

About the Role:

As a Customer Support Agent, you will provide first point of contact support for iQmetrix's entire product suite via phone, chat, and email.

What You'll Be Doing:

• Own the customer support experience and work to resolve problems, while exceeding customer expectations.
• Be the first point of contact to answer inquiries related to iQmetrix’s multi-product platform via all supported channels (phone, chat, e-mail, etc.).
• Work in a ticket driven environment to meet or exceed established service level agreement guidelines.
• Own documentation initiatives, creating and maintaining documentation to promote customer self service and internal knowledge sharing.
• Always be looking for solutions to problems and opportunities for process improvements, training and documentation.
• Evaluate, troubleshoot, document, and escape customer issues as required. Increasing first call resolutions as your knowledge grows.
• Work closely with other iQ internal teams on the prioritization and communication of defects, hotfixes, and any trending issues.
• Required to be available for weekend & on-call rotations.

What We're Looking For:

• 2+ years customer service experience, ideally in a customer service or previous support role
• 40+ WPM typing speed and familiar with use of current PC technology and remote devices, iPad, tablets, etc.
• Demonstrated experience in handling customer inquiries and providing effective solutions
• Proactive mindset towards identifying opportunities for process improvements, training enhancements, and documentation updates
• Proficiency in conveying complex technical information in a clear and understandable manner
• SalesForce/ServiceCloud experience considered an asset