Customer Support Agent

Yesterday

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Dealer Inspire

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💰 $300k Debt Financing on 2013-09

Description

• Be essential at Cars Commerce Canada. • The Customer Support Agent is responsible for creating frictionless support and training experiences that resolve requests within the established company SLAs. • Manage escalations to SMEs and/or Product Owners. • Comfortable working in a high-volume, high-stakes environment. • Analyze and resolve incoming or scheduled support requests in accordance with the company's SLAs while maximizing customer satisfaction. • Receive and process customer requests for technical support for our products through various channels. • Resolve complex product-related issues and collaborate with other departments to ensure a quick and effective resolution. • Escalate more complex issues to higher-level support teams and/or management, and ensure communication with customers as needed. • Provide fast and efficient service to customers in accordance with department guidelines and policies. • Stay updated on the evolution of internal knowledge as well as our training processes. • Utilize in-depth product knowledge to inform customers about product features or additional services to meet their needs. • Support the maintenance and hygiene of data by accurately documenting interactions with customers.

Requirements

• Bachelor's degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience. • Two (2) years of experience in customer service or technical support. • Excellent communication skills (verbal and written) in French and English. • Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it, and follow up with the relevant parties. • Capable of presenting information clearly and structured, including the ability to convey technical concepts to non-technical users. • Skilled in providing excellent support to our clients by actively listening to their needs and properly investigating to gain a complete understanding. • Aptitude for quickly developing relationships with others and adapting to different communication styles. Able to interact with colleagues and clients easily. • Ability to comfortably manage high-pressure situations. • Competence in multitasking and possessing strong time management skills. • Aptitude for working with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc. • Strong adaptability and learning ability in a constantly evolving industry. • Aptitude for working with a high degree of autonomy.

Benefits

• Medical, Paramedical & Dental Healthcare Plans • New Hire Stipend for Home Office Set-Up • Generous PTO • Paid holidays