Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist both internal and external users with Gordian’s proprietary systems.

• Deliver customer support through various channels including phone, email, chat, and online assistance.

• Address inquiries related to products, orders, billing, and invoices.

• Aid in processing payments, managing refunds, facilitating order replacements, and handling cancellations.

• Offer guidance and information on how to use the company's software products.

• Diagnose software errors and issues, conduct research for solutions, and escalate to advanced support when necessary.

• Record customer interactions in the ticketing system for efficient tracking and follow-up.

• Ensure responses are provided within established service level agreements.

• Support clients in identifying improvement opportunities and provide user training.

• Detect system performance issues and suggest enhancements.

⛳️ Requirements

• Prior experience in a call center or customer support setting is preferred.

• Strong written and verbal communication skills.

• Proficient in problem-solving and conflict resolution.

• Capable of multitasking, prioritizing, and managing time efficiently.

• Skilled in Microsoft Office applications, including Word, Excel, and SharePoint.

• Quick to learn and provide support for software solutions.

• Familiarity with Salesforce and other relevant software for daily operations.

• Ability to thrive in a multitasking environment with minimal supervision.

• Capacity to sit for prolonged periods.

• Willingness to work rotating shifts.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and long-term disability insurance.

• Health Savings Account (HSA).

• 401(k) retirement savings plan.

• Commitment to equal employment opportunities.

• Reasonable accommodations available for applicants with disabilities.