Location: Laval, Canada, Canada
Date Posted: 07-11-2018
The Customer Success Specialist interacts with customers to provide customer support and process information in response to inquiries, concerns and requests about 2020 products and services.
• Provides customer support to customers over the phone
• Troubleshoots software issues and handles and resolves customer requests for assistance
• Obtains and evaluates all relevant information to handle inquiries
• Directs requests and unresolved issues to the designated resource
• Communicates and coordinates with internal departments
• Daily call tracking and monitoring of customer contacts
• In depth research and ensures customer follow-ups
• Work with senior support agents to resolve escalated tickets
• Provide remote access support to customers when required
• Work closely with senior members of the support team to contribute to our customer facing knowledge center
• Collaborate with our QA team on escalated issues
• Participate in user groups
• Propose new ways to improve the overall customer experience
• Complete each ticket thoroughly within our CRM system
• Assist in software testing prior to general release
• Prior experience as a technical support agent will be a strong asset
• Minimum 1-2 years of experience in a «Call Center» type Customer Service environment; specifically in software, hardware, telecommunications or related fields
• Must be available Monday to Friday from 5:00am to 1:00pm.
• College degree preferred
• Ability to establish excellent business relationships
• Customer service orientation / excellent listening skills
• Good organisational skills / Detail-oriented
• Problem analysis and problem-solving skills
• Ability to work under pressure
• Computer knowledge: excellent knowledge of the Windows environment and operating systems
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