Product Support Specialist supporting Prenuvo’s proactive whole - body healthcare scanning platform. Triaging tickets, troubleshooting product issues, and coordinating resolutions with engineering and clinical teams.
About the role
- eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
Responsibilities
- Provide second-tier customer support via inbound web chat, email, and phone inquiries for web-related inquiries
- Collaborate cross-functionally with other teams and research information in multiple systems/applications to provide timely resolution to customer issues
- Triage and troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, and related issues
- Review, manage, and maintain pending user registrations for Wolseley Express for external and internal users
- Support Strategic Accounts with administrative overflow tasks to expedite customer onboarding plans, such as lists and barcoding
- Resolve complaints and drive overall customer satisfaction
- Develop Wolseley Express expertise and promote self-serve capabilities
- Proactively drive Wolseley Express registrations and utilization
- Identify newly registered users through reporting, provide onboarding assistance, and refer requests to field support teams
- Respond to inquiries submitted through the Wolseley Express Contact Us email form
- Monitor and action Wolseley Express feedback collected through Medallia surveys and forms
- Establish and maintain a monthly reporting dashboard covering ticket volume, type, and resolution
- Collaborate with National Customer Support as required
- Identify and communicate technical issues related to the Wolseley Express online experience to eBusiness and IT
Requirements
- Post-Secondary Education, or 2+ years experience supporting an eCommerce platform
- Fluency in both English and French
- Superior communication and interpersonal skills (verbal, written and listening)
- Knowledge of transactional eCommerce best practices, in a B2B environment preferred
- Plumbing/HVAC product knowledge, an asset
- Previous branch/sales operations knowledge, with regard to order fulfillment
- Technically savvy; proficient with Microsoft Office and technology platforms
- Knowledge of AS400 system and Wolseley Express, an asset
- Highly organized in prioritizing work, multi-tasking and time management
- High level of commitment to exceptional customer service
- Demonstrated ability to work independently, as well as in a collaborative team-based environment
- Strong problem solving and analytical skills
- Ability to type at least 50 WPM
- Satisfactory criminal record check required
Benefits
- Safety-focused and inclusive workplace culture
- Comprehensive benefits with premiums fully paid for by the company for the “Core” package starting day 1
- Competitive retirement savings program including RRSP and Defined Contribution pension plan with employer matching up to 5.25% Day 1
- Paid vacation, sick time, and paid birthday off
- Annual bonus and profit-sharing opportunities
- Employee discounts on leading plumbing, HVAC/R, and industrial products
- Education reimbursement and ongoing career development opportunities
- Employee referral programs and recognition initiatives
- Health and dental benefits may be available for fixed-term contract positions, depending on the terms of the position
- Inclusive, barrier-free recruitment process with accommodation available on request
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