Customer Support Representative

Arsenault; Ottawa; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A customer support firm in Ottawa is seeking a Customer Support Representative. This role focuses on providing tailored solutions to clients, fostering strong relationships, and troubleshooting technical issues. Ideal candidates will possess a degree in Business or related fields and have strong communication and problem-solving skills. The position offers benefits like paid vacation, a wellness focus, and opportunities for remote work. Join our team to make a meaningful impact in a supportive environment.

Benefits

Paid vacation and personal days

Health and wellness focus

Social events committee

RRSP Matching Program

Qualifications

• Solid ability to facilitate written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem solving skills.
• Ability to grasp new concepts and learn quickly.
• Team-player with a strong work ethic and positive attitude.

Responsibilities

• Manage day-to-day critical issues and share progress on issue resolution.
• Coordinate and participate in regular scheduled conference calls with clients.
• Build and maintain strong and long-lasting business relationships.

Skills

Troubleshooting

Written and verbal communication

Analytical skills

Organizational skills

Time management

Proactive work ethic

Detail-oriented

Education

College/University Degree in Business, Commerce, Computer Science, or Science

Tools

Case ticketing systems

Job description

About the job Customer Support Representative

Job Overview: As a Arsenault Customer Support Representative (Account Manager) within our Support department, you will be the first point of contact to serve assigned clients technical support needs. You shall act as the liaison between the clients and the internal teams (programmers, managers, etc.) to ensure the timely and successful delivery of solutions according to customers needs. Since no two problems are the same, we are looking for someone that can tailor a unique solution to suit client requirements while ensuring quality client experience that is delivered promptly and transparently.

Key Responsibilities:

• Manage day-to-day critical issues and share progress on issue resolution with both clients and internal support members.
• Coordinate and participate on regular scheduled conference calls with clients. This includes:
• Providing updates on outstanding issues.
• Identify and prioritize key issues.
• Discuss and coordinate upgrade and patch paths as well as any new product inquiries.
• Coordinate support team efforts when ranking client priorities.
• Regularly review client comments on ticket/issue notes.
• Participate in weekly meeting with Product Leads to review client issues and priorities.
• Maintain business partner and contact information. Assist in creation and maintenance of internal customer service portal access for users.
• Observe issues on the ticketing system while escalating and coordinating outstanding key support issues promptly.
• Build and maintain strong and long lasting business relationships.

Requirements

• College/University Degree preferably in Business, Commerce, Computer Science or Science.
• Knowledge of case ticketing system.
• Ability to troubleshoot and resolve conflicts.
• Solid ability to facilitate written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem solving skills.
• Ability to grasp new concepts and learn quickly.
• Extremely detail oriented with the ability to manage and prioritize work flow.
• Good organizational and time management skills.
• Proactive with the ability to meet tight deadlines and operate in a high-paced environment.
• Team-player, strong work ethic and a positive attitude.
• Previous industry experience with Construction, Tech Support or Customer Service exposure is an asset.
• Professional Services and/or Information Technology is preferred.

NOTE: Please note that this is not a position within Sales capacity and that core responsibilities include client support initiatives.

Benefits:

• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
• Health and Wellness focus including virtual yoga classes, Discounted Health Club membership, wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation
• Some remote work option available

Arsenault is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Arsenault will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.