Support Specialist – Overnight

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

📋 Description

• Address inquiries, requests, and issues from Business Customers and their Consumers through digital support channels (chat and email) with efficiency and empathy.

• Work overnight shifts from Monday to Sunday, from 12am to 8:30am EST, maintaining a consistent late-night schedule.

• Acquire a comprehensive understanding of Paramount Commerce’s products and services to deliver accurate, helpful, and consistent support.

• Collaborate with internal teams to investigate and resolve customer inquiries effectively.

• Ensure that customer interactions are thoroughly documented and managed in accordance with internal processes and standards.

• Identify challenges and propose ideas to enhance processes, tools, and the overall customer experience.

• Monitor customer accounts for possible fraudulent activities and take necessary actions.

• Engage in special projects aimed at improving product quality, service delivery, and customer satisfaction.

• Assist with additional administrative tasks as required.

⛳️ Requirements

• A minimum of 2 years of experience in a contact center or customer support role, preferably assisting customers via chat and email.

• Must be comfortable and dependable while working overnight from 12am to 8:30am EST.

• Strong understanding of contact center metrics and key performance indicators (KPIs).

• Familiarity with online payment regulations and rules is considered an asset.

• Excellent written and verbal communication skills.

• Ability to multitask and efficiently navigate various digital tools and platforms simultaneously.

• Experience with Genesys Cloud is a plus.

• Proficiency in English may be required to collaborate with colleagues, partners, and clients located outside of Quebec.

🏝️ Benefits

• Competitive salary

• Generous vacation and Summer Fridays

• Health and dental benefits

• Wellness spending account

• Retirement savings matching plan

• Remote-first working environment

• Quality hardware provided for your work tasks

• Parental leave top-up program

• Day off for your birthday

• Quarterly social events

• Volunteer days to contribute to our community

• Generous vacation and flexible summer hours

• Health and dental insurance

• Wellness account

• Employer-contributed retirement savings plan

• Primarily remote work environment

• Provided technological equipment

• Parental leave enhancement program

• Birthday day off

• Quarterly social activities

• Volunteer days available