Customer Support Consultant resolving complex SaaS support issues for Modern Campus, which serves colleges and universities. Troubleshooting cloud applications and mentoring support specialists.
About the role
- Remote customer service representative supporting global brands for Teleperformance. Resolving customer and technical issues across Canadian provinces from home.
Responsibilities
- Provide first level customer service solutions regarding client products
- Build and maintain positive customer relations by offering personalized solutions
- Handle requests appropriately by coordinating with various company functions
- Schedule service calls and follow up with customers/clients
- Troubleshoot and resolve technical issues using established diagnostic tools and procedures
- Perform accurate data input using prescribed applications
- Conduct active listening while being empathetic and reassuring customers
- Collaborate with the team to achieve high-quality service standards
- Take ownership of the customer experience and deliver comprehensive resolutions
- Tailor communication and style to differing audiences and read verbal and non-verbal cues
- Adhere to client policies, procedures, and industry regulations
- Answer inbound and outbound customer queries
- Adapt problem-solving approaches without compromising outcomes
Requirements
- Minimum 6 months of experience in customer facing environments (phone, chat, in person, etc.)
- Minimum high school degree
- A degree or certification in technology is a plus
- Working knowledge of Microsoft Office applications including Outlook, Word & Excel preferred
- Must be at least 18 years old
- Excellent communication/comprehension skills in English
- Ability to type 35 wpm
- Successfully pass the language/grammar screening
- Excellent home internet hardwired
- Strong work ethic with dependable track record
- Comfortable performing routine tasks at varying pace
- Availability for 8-hour shifts, 5 days a week, Monday to Sunday, 9:00AM–9:00PM
- At least one day of weekend availability is mandatory
Benefits
- Competitive compensation package, including an additional premium for bilingual skills
- Medical and dental benefits
- Employee Assistance Program
- Paid training
- Employee referral program – earn $500 for every referral hired
- Exclusive perks and discounts with Canada’s leading employee perks program
- Internal career advancement opportunities
- Self-assessments, virtual training, and guided curriculum
- Full development plan and opportunities for vertical and horizontal growth
- 2 weeks' vacation
- Continuous learning through progressive training
- Competitive salary with incentive programs
- Positive and supportive environment
- Employee Family Assistance Programs
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