Tier 1 Customer Experience Representative

Roadpost; Banff; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a dynamic and innovative company as a Tier 1 Customer Experience Representative, where you'll support customers through various channels, ensuring their satisfaction and loyalty. This role offers a unique opportunity to work with cutting-edge satellite communication technology while being part of a global team. You'll engage with customers, resolve inquiries, and promote company products, all while meeting service level agreements. If you're passionate about technology and customer service, this position is perfect for you, offering a competitive salary, benefits, and the chance to grow within a thriving organization.

Benefits

Competitive base salary

Bonus

3 weeks' vacation

Health & dental benefits

Work remotely

Qualifications

• 1-2 years of customer support experience required.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Respond to customer inquiries via live chat, email, and phone.
• Handle requests related to billing, order placement, and technical support.

Skills

Customer Support Experience

Communication Skills

Problem-Solving Skills

Technical Aptitude

Time Management

Fluency in English and French

Education

Post-secondary diploma or equivalent experience

Tools

Zendesk

Microsoft Office Suite

Job description

About ZOLEO:

A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has been met with rapid success from its launch in 2020, winning multiple innovation awards and growing its subscriber base quickly.

Together we’re committed to offering consumers and enterprise users affordable global messaging connectivity, plus a safety system you can count on, from the moment you leave cellular coverage to your return. Providing a familiar smartphone messaging experience that transmits seamlessly over satellite, cellular and Wi-Fi, we’re re-inventing global messaging – the way it should be.

Are you interested in joining an entrepreneurial company and help take it to the next level? Check out www.zoleo.com to learn more.

Summary:

As a Tier 1 Customer Experience Representative, you will support customers with a variety of inquiries via calls, tickets, and live chats. You will provide helpful information, answer questions, support Tier 1 level technical troubleshooting and set-up processes, create orders, and respond to complaints. You help ensure long-term customer loyalty and satisfaction by positively representing company products and services, while working to exceed Service Level Agreements. This position is part of a global Customer Experience Team.

This role will report to the regional Team Lead, Customer Experience.

Key Responsibilities:

1. Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone).
2. Handle and resolve customer requests related to general inquiries, billing, order placement, account changes, and technical support.
3. Maintain a working knowledge of company products and services. Opportunity to specialize in certain products and services will exist and is encouraged.
4. Promote company products, features and benefits through consultative customer qualification.
5. Meet monthly Call Center SLAs, Productivity Targets, and Quality Standards.
6. Stay updated on all operational systems, processes, and procedures, as well as company policies.
7. Stay informed of all new products and services within the company and industry.
8. Stay informed of competitors and related industries.
9. Attend and participate in company events and meetings either in an in-office or virtual environment.
10. Ensure a positive, accurate, and professional customer experience.
11. Maintain effective and harmonious working relationships with peers and other company staff.

Qualifications & Skills:

1. Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.
2. Fluency in English and French is preferred; all other languages considered an asset.
3. 1-2 years’ experience in a Customer Support related position.
4. Post-secondary diploma or equivalent experience required.
5. Strong communication skills (verbal and written). Conversational and personable.
6. Resourceful and self-reliant with strong analytical, problem-assessment and problem-solving skills.
7. Able to handle difficult customer situations and arrive at a positive resolution.
8. Excellent time management and organization skills. Able to work with minimal supervision. Adaptable to new workflow and changing environments.
9. Enthusiastic and self-driven. A team player who looks to contribute to several areas within the day-to-day operations and exceed normal job expectations.
10. Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.
11. Comfortable working in a hybrid capacity as part of a global team. Access to broadband internet is required.

Shifts: Shifts will be 8 hours (with appropriate breaks), between 6am - 12am local time. Shift times will be assigned upon hire and are subject to change. After hours, weekend, and holiday coverage will be required as business needs fluctuate. Hiring for 1 position.

Nice to Have:

1. Experience with supporting technical products (software, hardware).
2. Experience with Helpdesk software (specifically Zendesk).
3. Experience working with global brands.

What we Offer:

1. Competitive base salary
2. Bonus
3. 3 weeks' vacation
4. Health & dental benefits
5. Work remotely