Customer Support Analyst

Innovation Networks Inc; Vancouver; Remote; CAD 35,000 - 45,000; Full time

Job summary

A leading company in the insurance industry is seeking enthusiastic entry-level staff to provide Tier 1 application support. This remote role, based in Vancouver, involves assisting customers with application issues, requiring effective communication and strong interpersonal skills. A supportive team environment encourages personal development and growth.

Qualifications

• Minimum 1-year experience in a call center or equivalent.
• Fluency in English required; fluency in French is a plus.

Responsibilities

• Provide customer support via phone and email.
• Handle a high volume of inbound calls from clients.
• Ensure customer service meets SLA targets.

Skills

Customer Service

Active Listening

Decision Making

Problem Solving

Interpersonal Skills

Detail-Oriented

Education

High School Diploma

Job description

We are seeking enthusiastic entry level staff to work remotely, based out of our office located Vancouver BC. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail, and dealing directly with our customers on an ongoing basis.

Individuals applying for this position must communicate effectively when speaking with, or writing to, in English. Some of needed skills would be the ability to multi-task, have a strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt into a growing and changing environment.

Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs.

One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed.

Key Responsibilities :

Provide knowledgeable, effective and efficient customer service to customers in person or on the phone

Handling a high volume of inbound calls from clients in a prompt and professional manner

Taking claims reports from clients

Meeting the SLA targets for the client are a priority

Helping clients make changes to their claims

In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects

Provide exceptional customer service

Work 40-hour week, participate in shift coverage that includes 7-day week

Skill and Attributes Qualifications

Minimum high school diploma

Minimum of 1- year experience within a call center environment or equivalent experience

Basic computer knowledge to support users

Excellent decision making and problems solving skills

Enjoys working with others and has a passion for helping clients

Delivers excellent client service and possesses strong telephone skills

Communicates effectively when speaking with, or writing to, others

Uses active listening and questioning skills to understand needs and issues

Works well under pressure, both independently and as part of a team

Enjoys personal development and growth through learning

Provides and receives constructive feedback

Be a productive member of a 20-person team

Strong interpersonal skills with a polished and professional manner

Excellent organizational skills with motivation, self-direction, and good time management skills

The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and excellent attention to detail.

Required Languages :

Fluency in English, both spoken and written

Fluency in French will be considered an asset

We are only reviewing applicants that are legally entitled to work in Canada.

We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.

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