Tier 1 Customer Experience Representative

Roadpost; Old Toronto; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Tier 1 Customer Experience Representative and help redefine global messaging connectivity! You will support customers through various channels, ensuring satisfaction and loyalty by providing prompt and effective assistance. This role offers the chance to work with cutting-edge satellite technology and contribute to a dynamic team dedicated to innovation. With a focus on customer service excellence, you will play a key role in maintaining high service standards while enjoying a flexible work environment. If you are tech-savvy and eager to grow in a supportive atmosphere, this opportunity is perfect for you.

Benefits

Competitive base salary

Bonus

3 weeks' vacation

Health & dental benefits

Remote work option

Qualifications

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

Responsibilities

• Respond to customer inquiries via calls, tickets, and live chats.
• Handle billing, order placement, and technical support requests.

Skills

Customer Support

Communication Skills

Problem-Solving

Technical Aptitude

Time Management

Analytical Skills

Fluency in English and French

Adaptability

Education

Post-secondary diploma

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 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