Customer Support Representative

Smart Information Technologies Ltd; Vancouver; Remote; CAD 46,000 - 62,000; Full time

Job summary

A leading company in Odoo ERP systems is seeking a Customer Support Representative to manage client post-implementation support. The role involves troubleshooting customer issues, ensuring ticket resolution, and collaborating with internal teams for effective solutions. Ideal candidates should possess a client-first mindset and strong problem-solving skills.

Benefits

4 weeks paid vacation

Comprehensive benefits through Sun Life

Financial compensation for demo work

Qualifications

• Client-first approach to customer service.
• Strong written and verbal communication skills.
• Ability to work remotely and prioritize tasks.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Troubleshoot and resolve customer issues effectively.
• Coordinate between helpdesk and development teams.

Skills

Customer service

Problem solving

Communication

Collaboration

Critical thinking

Job description

Smart IT is the leading partner for Odoo ERP (EnterpriseResource Planning) Systems on the west coast of Canada. Our client base rangesfrom smaller, medium sized businesses up to global enterprises. Thesebusinesses cover many sectors including manufacturing, energy, distribution, and professional services.

With a rapidly growing client base, we have a need for a Customer Support Representative to look after clientneeds post implementation, provideon-going client support through the Smart IT Helpdesk, and support internal colleagues.

Customer requests will arrive through ticketing in the SmartIT helpdesk, phone calls, or direct from a Smart IT functional consultant. Yourjob will be to attempt to understand the issue and investigate. On occasion youmay need to escalate the issue to our Development Team depending upon the typeof request.

The requirement is to respond to new tickets within our SLA(Service Level Agreement) and ensure that all tickets are effectively managed. It is necessary to be a diligent note keeper so any team member can seeand understand the ticket status at any time.

• Please share a resume and cover letter in your application. Note that applications without a cover letter will not be reviewed. Only applicates selected for a screening interview will be contacted. The contact details for three professional references may be requested.

Compensation

• The salary range is $46,356-$61,308 CAD per year , based upon qualifications and previous experience.
• Employees are entitled to 4 paid weeks of vacation per year.
• This position includes extensive benefits throughSun Life, including long and short-termdisability, life insurance, critical illness, dental, and extended health.

Responsibilities

• Serve as the first point of contact forcustomers seeking assistance over the phone or email.
• Troubleshoot issues and potentially ask forfurther information from the client.
• Determine a solution for the issue or identifythat the issue needs escalation.
• Walk the customer through the problem-solvingprocess in response to ticket submissions, including but not limited to virtual meetings and recording videos demonstrating functionality.
• Test any fixes provided by the development teamfor the issue.
• Provide the customer with details on how to testthe fix themselves (User Acceptance Testing) andobtain approval from the client for deployment when they have completed testing.
• Provide the customer with appropriate support through User Acceptance Testing as required, including but not limited toemail, video recording, or conference call.
• Coordinate between helpdesk, functional, anddevelopment teams to manage customer expectations on fixes.
• Constantly ensure that tickets are in thecorrect project stage and that customer expectations are set appropriately.
• Assist the project team with quality assurancetesting on newfeatures for clients.
• Escalate tickets externally to Odoo, our ERP software developer, for support and clarification as needed. Required to track responses on external tickets via ticket tracking processesand respond or provide further information to our clients where necessary.
• Must enter timesheets accuratelyon all tickets.

Mandatory Requirements and Skills

• A client-first approach to customer service.
• Solution focusedproblem solving and critical thinking skills.
• Excellent written and verbal communication skills.
• Collaboration with fellow members is critical tosuccess in this role.
• Accepting feedback with a growth mindset tocontinually learn and update skills regularly.
• Must be comfortable working in a remote environment and able to prioritize tasks independently.
• Must have a private and quiet location to work with a strong Internet connection.
• Authorization to work in Canada or the United States.

Preference may be given for candidates who have

Experience with Odoo.

• Experience collaborating in a small team and / or a start up environment.
• Previous experience using project management tools.
• Previous experience entering timesheets.
• Previous experience learningnew software quickly.

Please share a resume and cover letter in your application. Note that applications without a cover letter will not be reviewed. Only applicates selected for a screening interview will be contacted. The contact details for three professional references may be requested.

An initial screening interview allows us to better learn about each candidate and their experience.

If your experience matches what Smart IT is looking for in the role, you will be invited to a second interview with the Director of Smart IT. Note that a demo may be required as part of the hiring process. Smart IT recognizes the time and effort that goes into creating a demo for a potential employer, and will financially compensate candidates for any demo work done as part of the interview process.

An additional short meeting with other team members without the Director present will take place, providing an opportunity for both parties to learn more in an informal setting.

Successful candidates with be invited for an additional video call, where a job offer will be provided and a contract sent. Unsuccessful candidates will be informed of their application status via email.

Note that Smart IT appreciates that applicants have other responsibilities outside of work. Please advise in your cover letter if your current responsibilities limit your ability to attend interviews during the standard 9-5pm PST business hours. Smart IT is willing to accommodate requests for interviews outside of standard business hours to match the availability of qualified candidates.

J-18808-Ljbffr

Create a job alert for this search