Technical Customer Service Agent

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

📋 Description

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

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

• Operate across chat, written cases, and phone communications.

• Work collaboratively with cross-functional teams to facilitate issue resolution and improve customer satisfaction.

• Provide assistance to customers with technical troubleshooting, including site navigation, login difficulties, permissions, and functionality across various platforms.

• Utilize GDC Salesforce CRM and Contact Center telephony systems to monitor interactions and manage cases.

• Handle approximately 60–100 interactions daily, comprising calls, chats, cases, and Slack channel requests.

• Ensure compliance with quality standards for all customer interactions.

⛳️ Requirements

• Minimum of 3 years in customer service or technical support roles.

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

• Skilled in managing customer inquiries, resolving issues, and setting customer expectations.

• Strong organizational and time management abilities.

• Capability to troubleshoot within technical applications and efficiently utilize multiple applications at once.

• Exceptional oral and written communication skills.

• Experience with Salesforce or any CRM and Contact Center telephony systems.

• Technical troubleshooting experience in a SaaS environment.

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

• Preferred: Experience with CRM software, prior experience in the automotive industry, and familiarity with specific product offerings.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision benefits, including employer HSA contributions (US) and FSA options (US).

• Immediately vested 401K (US) or RRSP (Canada) with company match.

• Paid vacation, personal, and sick leave.

• Paid maternity and paternity leave (US).

• Employer-covered 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 to develop your skills and share knowledge within a publicly traded, global organization.

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