Product Support Specialist

Refugee Hiring; Toronto; On-site; CAD 45,000 - 75,000; Full time

Job summary

Ein etabliertes Medienunternehmen in Kanada sucht einen engagierten Produkt-Support-Spezialisten. Diese Rolle ist entscheidend für die Bereitstellung eines herausragenden Kundenerlebnisses und erfordert die Zusammenarbeit mit internen und externen Partnern zur Lösung komplexer Probleme. Der ideale Kandidat hat eine Leidenschaft für Kundenservice und bringt technische Fähigkeiten mit, um die Servicequalität zu optimieren. In einem dynamischen Umfeld werden Sie direkt zur Loyalität der Abonnenten und zur Erreichung der Kundenzufriedenheitsziele beitragen. Wenn Sie ein Teamplayer sind, der Herausforderungen liebt, könnte dies die perfekte Gelegenheit für Sie sein.

Qualifications

• Mindestens 3 Jahre Erfahrung in einer technischen Kundenunterstützungsrolle.
• Ausgezeichnete mündliche und schriftliche Kommunikationsfähigkeiten.

Responsibilities

• Lösen von eskalierten Kundenservice-Anfragen über verschiedene Kanäle.
• Zusammenarbeit mit Produktmanagern und IT zur Lösung komplexer Probleme.

Skills

Kundenservice

Technische Unterstützung

Problemlösung

Kommunikationsfähigkeiten

Datenanalyse

Education

Postsekundärabschluss in einem verwandten Bereich

Tools

Salesforce

Jira

SAP

Amazon Connect

Slack

Job description

Our employer partner, a well-known and reputable news publishing company, is looking to add a passionate and motivated Product Support Specialist (Revenue) to their team!

This company is a national icon and one of Canada's most recognized media brands. They proudly serve as a trusted destination for Canadians seeking the highest caliber of journalism, and have garnered international acclaim for our data visualization, design, and creative storytelling.

The Product Support Specialist (PSS) plays a key role in ensuring exceptional customer experiences. This role collaborates directly with readers, subscribers, and internal/external partners to resolve escalated issues, provide support, and contribute subject matter expertise.Working collaboratively across teams, this role directly contributes to optimizing service delivery, building subscriber loyalty, and achieving our customer experience goals.

NOTE: Possible shift and weekend work schedule

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Key Responsibilities:

• Resolve escalated customer service issues with subscribers and readers across phone, email, chat, and social media channels.
• Provides product and process support to front-line service team members, empowering them to effectively assist customers.
• Collaborates with Product Managers, IT, vendors and other stakeholders to troubleshoot and resolve complex customer service issues.
• Drafts clear and concise knowledge base articles (internal and public-facing) for both new and existing processes to enhance self-service and reduce support workload.
• Leverages expertise with service platforms (Salesforce, AWS Connect, Zuora, Limio, etc) to support the analysis of customer service issues upon management request. This includes reviewing user behavior, transactions, and customer feedback.
• Utilizes data-driven insights to inform process improvement recommendations to enhance the customer experience and empower agents to deliver exceptional service.
• Provides subject matter expertise (SME) on products and services, collaborating with internal teams (sales, marketing, QA, product, etc.) on new initiatives, assigned projects, service enhancements and policy changes.
• Creates clear and concise Jira tickets with user stories outlining desired outcomes and acceptance criteria as required.
• Collaborates with internal stakeholders to update training documentation for the Contact Centre. This includes documenting workflows and any product-specific information. As required, participates in knowledge transfer sessions with the Contact Centre trainer.
• Maintains in-depth knowledge of products and services including related features and benefits.

Qualifications:

• Minimum of 3 years working in a technical, customer support role or / and post-secondary degree in an equivalent field
• Possess exceptional oral and written communication skills. Specifically using the phone, chat, email and social. Is able to communicate complex concepts in a clear and concise format
• Has a genuine passion for helping people and providing excellent customer service
• Possesses strong problem resolution skills and is able to successfully de-escalate complex customer issues
• Strong working knowledge of Microsoft Suite and ability to learn and use web-based SaaS tools
• Proficiency in PC and Macintosh desktop browsers and operating systems
• Proficient in understanding and use of the web and digital technology and general ease of learning new and updated technologies
• Strong understanding of tablet and mobile technology including Apple iOS and Android.
• Strong understanding of SSO concepts, social login and overall digital account access options
• Understanding of financial investments/products (stocks, funds, etc.) is an asset
• Intimate knowledge of Customer Care applications (SAP, Jira, Salesforce Service Cloud, Amazon Connect, Slack) is an asset

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We appreciate all applicants interested in this opportunity, however; only selected candidates will be contacted regarding next steps.

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