Customer Support Specialist

Candex; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Candex is transforming B2B transactions with its innovative fintech solutions. We are looking for a motivated Customer Support Specialist to join our hybrid team. In this role, you'll engage directly with users, ensuring efficiency and satisfaction through timely support and collaboration with our technology teams. Join us to impact large corporations and enhance customer interaction in the evolving fintech landscape.

Benefits

Unlimited PTO and flexible working environment

Comprehensive medical benefits

Home Office Setup

Team-building activities

Qualifications

• Previous experience in a Customer Support role.
• Fluent in English, proficiency in other languages a plus.
• Organized, tech-savvy, able to multitask.

Responsibilities

• Onboard new users and administer orders.
• Respond to queries via ticketing system and live chat.
• Identify and escalate common problems.

Skills

Problem-solving

Communication

Attention to detail

Technical proficiency

Education

High School Diploma

Experience in Customer Support

Tools

CRM systems

Ticketing systems

Job description

Candex is a rapidly growing private global B2B fintech company on a mission to reshape the way businesses transact. Our tech-based solution makes purchasing fast and easy for enterprise buyers. Recognized in the ProcureTech 100 for Procurement Innovation, our SaaS Platform and accompanying services completely transform the buying experience for large companies around the globe. Buyers enjoy the simplicity of Candex for their purchases, vendors get paid faster, and procurement teams love the increased control they gain over purchases — Everyone wins!

We serve companies in the Global 2,000 and our existing clients include some of the world's biggest corporations. We've raised over $85M from leading investors including Goldman Sachs, JP Morgan, American Express, Altos, Craft, and NFX. Available in almost 50 countries, Candex is expanding our already robust footprint and is looking for ambitious, fun people to join us on our mission to revolutionize the way businesses engage and pay their suppliers.

The Role

We are seeking a Customer Support Specialist, reporting to the Support Team Leader, who can resolve customer queries, recommend solutions and guide product users through features and functionalities.

This position will assist Candex's internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with Candex's specific systems and technologies.

To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement.

An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction.

This is a hybrid position, coming into the office in Toronto's financial district twice a week.

Responsibilities

• Onboarding new users to the system, including user adoption
• Administration of pending orders and payments
• Reconciliation of all company orders to confirm the correctness of data
• Promptly responding to customer queries via ticketing system, emails, live chat, phone
• Identification of areas of improvement, both in process and product
• Liaising with colleagues or managers to find the best solutions to customers' issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
• Oversee and address any support and / or technical issues associated with clients and suppliers throughout interactions

Qualifications

• Previous experience in a Customer Support role
• Sound judgment and excellent problem-solving skills
• Practical experience with standard industry tools such as CRM and ticketing systems
• Fluent English – written and verbal - a must
• Proficiency in any additional language - a significant advantage
• Fintech / Hi-tech experience is preferred
• Impressive interpersonal and communication skills
• Outstanding attention to detail, with an ability to spot numerical errors
• Highly organized with the ability to multitask and work under pressure
• Tech savvy and the ability to pick up new technology quickly
• Potential business travel required once or twice a year

Why Work With Us

• We are humble, hungry, intelligent and collaborative
• Unlimited PTO and a flexible working environment
• We offer comprehensive medical benefits
• Home Office Setup
• Team-building off-sites and outings

Equal Opportunity Employer

Studies indicate that individuals from marginalized backgrounds, including women, often choose to apply for positions only when they fulfill all listed requirements. However, if you find that this role resonates with you even though you don't match every criterion, we strongly encourage you to get in touch with us. Our commitment to being an equal opportunity employer drives us to cultivate a workplace that celebrates diversity and inclusivity, embracing individuals from various backgrounds. Our hiring process prioritizes skills and abilities, and our wide-reaching outlook is something we take great pride in. Feel free to reach out!

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