Client Services Agent
We are looking for a dynamic individual to join our Customer Support department. You love helping people, investigating solutions, and want to provide first contact resolution for every customer. You are passionate about professional customer support services to ensure our customers' success.
You will provide quality phone, e-mail support and training services to external and internal customers. Excellent communication skills with regard to writing and speaking are essential. This position requires the ability to work with high profile, industry leading clientele and the necessity for prompt decision-making and the promotion of world-class Customer Support.
The position is available immediately offering a competitive salary, benefits and a unique learning environment.
Responsibilities
- Demonstrate a high level of productivity and quality in evaluating, prioritizing and resolving incoming e-mail and telephone support requests
- Learn and stay up to date on all software platforms and client installations in order to effectively manage support requests through to completion
- Continuously build and maintain a comprehensive knowledgebase on Customer account management; file conversions, hardware, software, networking, and other computer and Internet-related technologies
- Investigate and document software and website platform resolutions, and customer inquiries; prioritize own tasks based on relative value to the client
- Work with development team members in delivering and testing solutions for the client
- Prepare written and online documentation for in-house software platforms
- Act on customer contact in accordance with Customer Support policies, procedures and guidelines
- Communicate with clients and staff in a clear and thorough manner, both verbally and in writing, using a proactive, professional, and customer focused approach
- Make every attempt to meet or exceed customer expectations
- Follow the Client Services job standards provided to you, and;
- Any other duties as may be assigned to you from time to time.
Qualifications
- An outgoing, positive "can-do!" attitude, always keeping the client first in mind.
- A minimum 2 years post-secondary education, or equivalent combination of education and experience.
- A minimum of 1-3 years work experience in a customer-oriented environment
- Strong technical aptitude and skill working with computers, the internet, e-commerce and various software; intermediate trouble shooting skills for solving common problems
- Adaptable Customer Service skills with the proven ability to handle challenging Customers and achieve customer satisfaction wherever possible
- Excellent communication and organizational skills, including proven ability to multitask effectively under self-direction
- Impeccable writing and telephone skills
- Strong public speaking skills; tutoring or training skills are an asset
- Proven decision making skills
- Excellent typing skills
- This position may require travel; a valid passport is required
This is a full time position. Please submit cover letter outlining why your experience fits this job description and your resume and salary expectations to
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citing "Client Services Agent" as your subject line.
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