Product Support Specialist

December 8

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Multiview

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associations • buyers guides • newsbriefs • internet ad sales • digital media

501 - 1000 employees

Founded 2003

🤝 B2B

Description

• Provide outstanding client service throughout the support process. • Identify, investigate, and troubleshoot incoming inquiries to provide the appropriate solutions and alternatives to achieve client satisfaction. • Effectively document support incidents and escalate them as necessary. • Manage and update the help desk ticketing system with descriptions of support incidents, conversations, and correspondence with clients. • Manage multiple support channels including telephone and e-mail. • Support the roll-out of new product releases to Multiview’s existing client base. • Proactively assist in growing our Client Portal content by developing impactful documents, videos, and how-to guides • Actively participate in continually improving support processes and team initiatives • Demonstrate Multiview’s core values, building and advancing the reputation of the company and its clients.

Requirements

• A degree, diploma, certification, or equivalent in business, accounting or relevant experience • Experience Level: 1 – 2 years in customer support or an accounting role • Demonstrated skills in client escalation, conflict resolution and negotiation. • Demonstrated excellence in presenting to an executive-level audience, both written and verbal • Excellent client service, interpersonal and relationship-building skills. • Excellent multi-tasking, organizational, time management and problem-solving skills • Excellent team-building skills, to work well within a team environment. • Self-sufficient, resourceful, and able to work well with minimal supervision. • Ability to demonstrate a high degree of professionalism. • Innovative thinker with a growth mindset. • Demonstrated level of technical proficiency with Microsoft Office at the Intermediate or Advanced levels • Willingness to be coached, mentored, and driven to reach your fullest potential. • Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients. • Ability to travel minimally within Canada and the US

Benefits

• Competitive Compensation • 4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days. • Company paid competitive Benefits including Extended Health, Dental, Vision and more. • Workplace Flexibility (Choice to work remotely or from our office in Ottawa, ON) • Continuous growth opportunities, and leadership development