Multichannel Customer Support Specialist

Gordian; Canada; On-site; CAD 51,000 - 86,000; Full time

Job summary

Gordian, a leader in Building Intelligence solutions, is seeking a Canada-based support specialist to assist internal and external users of Gordian's in-house systems. You will answer product and billing questions, guide users through troubleshooting, and ensure timely, high-quality service aligned with SLA.

You will log issues in our ticketing system, work with billing and orders, and help identify improvement opportunities while delivering a positive customer experience and efficient problem

Qualifications

• Previous call center/customer support center experience preferred.
• Requires good written and oral communication skills.
• Problem Solving and Conflict Resolution.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in Microsoft Office products, including Word, Excel and SharePoint.
• Ability to learn and provide support to software at a rapid pace.
• Experience with Salesforce and other software applicable to day-to-day tasks.

Responsibilities

• Provides support to customers via phone, email, chat, and online help channels.
• Provides answers to clients for basic, general questions about products and orders.
• Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations.
• Provides general how-to guidance and user information with company software products.
• Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required.
• Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs.
• Responds to customers in a timely and efficient manner within designated service level agreements.
• Assists in identifying areas of improvement for clients, and user training of supported software and programs.
• Assists in improving system performance by identifying problems and recommending changes.
• Requires good interpersonal and customer service skills.
• Must be able to work in a multi-task environment with limited supervision.
• Must be able to sit for extended periods of time.
• Must be able to work rotating shifts.

Skills

Call center

Customer support

Communication

Multi-tasking

Microsoft Office

SharePoint

Salesforce

Tools

Salesforce

SharePoint

Microsoft Office

Job description

Gordian, a leader in Building Intelligence solutions, is seeking a Canada-based support specialist to assist internal and external users of Gordian's in-house systems. You will answer product and billing questions, guide users through troubleshooting, and ensure timely, high-quality service aligned with SLA.

You will log issues in our ticketing system, work with billing and orders, and help identify improvement opportunities while delivering a positive customer experience and efficient problem