Inbound Customer Support

Entrust Datacard; Ottawa; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

A leading company in Identity-Centric Security Solutions is seeking a Customer Support representative in Ottawa. You will primarily handle inquiries, manage Salesforce cases, and support the Sales team. Opportunities for career growth, flexible work options, and competitive compensation are available.

Benefits

Opportunities for career growth

Professional development

Flexible work options

On-the-job training

Supportive team environment

Qualifications

• 3-5 years related work experience.
• Customer service experience with excellent communication skills.
• Fluency in additional languages is a plus.

Responsibilities

• Serve as primary contact for inbound phone inquiries.
• Respond to product inquiries and pre-qualify leads via live chat.
• Provide administrative support for Sales Development Representative team.

Skills

Customer Delivery Skills

Strong Telephone Skills

Multitasking in Fast-Paced Environment

Organizational Skills

Time Management Skills

Education

College Diploma in Customer Service, Pre-sales, or Inside Sales

University Degree in Business Administration, Sales/Marketing

Tools

Salesforce.com

Oracle

Job description

Employer Industry: Identity-Centric Security Solutions

Why consider this job opportunity:
- Opportunities for career growth and professional development
- Flexible work options, including remote, hybrid, or on-site arrangements
- Friendly, supportive, and knowledgeable teams
- Involvement in securing identities and contributing to a safer world
- On-the-job training provided to enhance skills
- Competitive compensation in line with industry standards

What to Expect (Job Responsibilities):
- Serve as the primary contact for all inbound phone inquiries, creating cases in Salesforce and forwarding to appropriate departments
- Respond to product inquiries and pre-qualify leads through live chat for digital, cloud, and enterprise sales
- Manage Digital Sales email inbox and voicemail inquiries, researching leads and forwarding them to the right sales divisions
- Provide administrative support for the Sales Development Representative (SDR) team and track key performance indicators
- Ensure customer inquiries are responded to within one business day by collaborating with Verification and Support teams

What is Required (Qualifications):
- College Diploma or relevant background in Customer Service, Pre-sales, or Inside Sales
- 3-5 years of related work experience with demonstrated customer delivery skills
- Strong telephone skills and ability to multitask in a fast-paced environment with minimal supervision
- Proven success in resolving customer issues and escalations
- Strong organizational and time management skills with a customer-focused mindset

How to Stand Out (Preferred Qualifications):
- University Degree in Business Administration, Sales/Marketing, or similar field
- Customer service experience with excellent communication and interpersonal skills
- Working knowledge of Oracle and Salesforce.com
- Previous formal sales training is a plus
- Fluency in additional languages besides English

#IdentitySecurity #CustomerSupport #CareerGrowth #FlexibleWork #DiversityAndInclusion

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."