Principle Accountabilities:

• Maintain and develop positive relationships with company customers to provide the best customer experience.
• Deliver a superior customer experience while using company tools and support systems to maximize first contact resolutions.
• Receive, log and respond to customer support requests and escalating to the appropriate team when unable to resolve the issue.
• Troubleshoot and resolve customer inquiries and initiate corrective action by assisting user through the solution or through remote access of the user’s device. This may include functionality, configuration, and connectivity. If unable to resolve the issue is escalated to the appropriate team or manager.
• Monitor company systems and escalate issues to the appropriate team.
• Account and record audits.
• Provide follow-up customer contact to ensure satisfactory resolution.
• Available to work a flexible shift rotation (including evenings, weekends, and statutory holidays) in an environment operating 24/7/365.
• Other duties as required.

Qualifications and Experience:

• Secondary School Diploma
• Post-Secondary studies are an asset
• Minimum of one-year experience in a computerized environment
• Minimum one year of customer service experience
• Experience with Microsoft Office 365 Suite – Excel, Word, Outlook etc.

Skills and Competencies:

• Ability to interact and communicate professionally using empathy and patience with a diverse group(peers, customers, supervisors, managers, and subject matter experts)
• Good communication skills (oral and written)
• Strong problem-solving skills
• Organized, attentive to detail
• A “can do” attitude
• Use of empathy, patience and sincerity when handling challenging situations
• Ability to work individually and as part of a team