Technical Customer Service Agent

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

📋 Description

• Manage incoming customer inquiries and deliver prompt, accurate responses.

• Make outbound calls to resolve customer issues and guarantee a satisfactory customer experience.

• Engage through chat, written correspondence, and phone interactions.

• Partner with cross-functional teams to accelerate issue resolution and improve customer satisfaction.

• Support customers with technical troubleshooting, including site navigation, login problems, permissions, and functionality across various platforms.

• Utilize GDC Salesforce CRM and a Contact Center telephony system to monitor interactions and oversee cases.

• Handle roughly 60–100 interactions daily, encompassing calls, chats, cases, and Slack channel requests, while adhering to quality standards.

⛳️ Requirements

• Over 3 years of experience in customer service or technical support.

• A bachelor's degree in business or a related field; relevant experience may substitute for a degree.

• Expertise in managing customer inquiries, resolving problems, and setting customer expectations.

• Strong organizational skills and effective time management abilities.

• Capability to troubleshoot technical applications and adeptness in utilizing multiple applications simultaneously.

• Outstanding oral and written communication skills.

• Proficient in assisting customers with technical troubleshooting, including site navigation, login issues, permissions, and functionality across multiple platforms.

• Experience using CRM software, particularly GDC Salesforce, and a Contact Center telephony system.

• Bilingual customer service skills are preferred.

🏝️ Benefits

• Competitive salary

• Medical, dental, and vision insurance with employer HSA contributions (US) and FSA options (US)

• 401K (US) or RRSP (Canada) with immediate vesting and company match

• Paid vacation, personal days, and sick leave

• Paid maternity and paternity leave (US)

• Employer-funded short-term disability, long-term disability, life insurance, and AD&D (US)

• Comprehensive Employee Assistance Program

• Employer-sponsored Leap into Service Day for volunteering

• Tuition reimbursement for eligible programs

• Opportunities for skill development and knowledge sharing within a publicly traded, global organization

• A company culture that promotes internal promotions, diverse career paths, and meaningful advancement.