Technical Analyst – Disability Claims
iA Financial Group (Industrial Alliance)
Customer Experience Representative – Technical Support
BIS Safety Software
full-time
Posted on:
Location: 🇨🇦 Canada
Visit company websiteSalary
💰 CA$20 - CA$24 per hour
Job Level
JuniorMid-Level
About the role
- Providing outstanding technical support for customers
- Responding to telephone and email inquiries from individuals utilizing our online software
- Following up on customer requests to ensure complete handling of the caller’s inquiry
- Creating cases for new features and solutions for our development team to implement
- Testing cases released by the development team to ensure proper functioning
- Making suggestions for ways of improving workflows and processes
- Recording and forwarding customer feedback to the appropriate areas
- Educating and providing training to customers on using various aspects of the software
- Tracking frequent call types for discussion during weekly meetings
- Participating in daily team meetings
Requirements
- A minimum of 2 years experience delivering exceptional customer service
- Enjoy working with people, helping to solve their problems
- Possess excellent listening skills
- Work well independently as well as being a great team player
- Exhibit great leadership qualities, acting as a mentor to other team members
- Display a positive and friendly demeanor when dealing with customers over the phone
- Possess strong computing skills (you need a strong understanding of computer programs and how they work)
- Handle complex inquiries independently
- Thrive in a busy environment
- Demonstrate advanced customer service skills
- View inquiries as opportunities to exceed customer expectations
- Consistently maintain a positive attitude
- Have strong English written and oral communication skills
- Proficiency in Microsoft Word and Excel
- Experience as a team lead or supervisor in a previous role (bonus)
- Experience in providing technical support for software providers (bonus)
- Spanish or French language skills (bonus)
