Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Customer Support Specialist supporting Gordian’s construction-procurement software users across Canada. Handling product, billing, troubleshooting, and order inquiries through multiple support channels.
Responsibilities
- Support internal and external users on Gordian’s in-house systems
- Provide customer support via phone, email, chat, and online help channels
- Answer product, order, billing, and invoice questions
- Assist with payments, refunds, order replacements, and cancellations
- Provide how-to guidance and user information for company software products
- Troubleshoot software errors and issues, research answers, and escalate to next-level support when required
- Log customer contacts in the ticketing system for tracking and follow-up
- Respond within designated service level agreements
- Assist with client improvement areas and user training
- Identify system performance problems and recommend changes
Requirements
- Previous call center/customer support center experience preferred
- 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
- Ability to work in a multi-task environment with limited supervision
- Ability to sit for extended periods of time
- Ability to work rotating shifts
Benefits
- Medical, dental, vision, life and LTD insurance
- HSA
- 401(k) retirement plan
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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