Customer Support Representative

Job Overview

We are seeking a Customer Support Representative to act as the primary contact for users, helping them with inquiries about products, reimbursement programs, compliance documents, and technical challenges. You will provide support through phone and email communications, ensuring customer concerns are addressed efficiently.

Primary Responsibilities

• Respond promptly and accurately to customer inquiries via phone and email using Zendesk.
• Diagnose and resolve customer issues by applying consistent troubleshooting techniques.
• Manage questions related to reimbursements, compliance, documentation, and program details with care and precision.
• Keep detailed records of customer interactions and resolutions following company protocols.
• Escalate complex issues appropriately and collaborate with internal departments for resolution.
• Educate users on product features, workflows, and how to navigate cloud and mobile applications.
• Provide customers with useful resources and relevant guidance to enhance their understanding of product functionality.
• Verify compliance documentation to ensure they meet program criteria and policies.
• Spot common customer problems, usability issues, and gaps in support resources.
• Suggest enhancements to procedures, documentation, and customer support materials.
• Develop and update internal and external knowledge bases, FAQs, and support content.
• Work alongside Customer Success, Finance, Sales, Product, and other teams to address customer issues.
• Collect and communicate customer feedback and trends to relevant teams.
• Engage in team meetings, trainings, and ongoing professional development.
• Maintain up-to-date knowledge on products, programs, and policies for accurate customer guidance.
• Achieve performance goals such as response and resolution times, customer satisfaction, and quality benchmarks.

Candidate Qualifications

• Self-driven with the ability to manage responsibilities independently.
• Exceptional verbal and written communication abilities.
• Strong organizational and time management skills.
• Empathetic toward customer issues while effectively analyzing and resolving them.
• Capable of fostering positive relationships with customers and internal teams.
• Comfortable collaborating across various departments.
• Open to learning new processes and adapting to change and updates.
• Experience with Zendesk Suite, Google Suite, and cloud-based tools is advantageous.
• Preferably 1 to 3 years of experience in customer-facing roles such as customer support, service, or success.
• Experience in managing customer interactions via phone and email preferred.
• Able to handle multiple tasks efficiently in a dynamic environment.
• Must have reliable internet and a quiet workspace for remote work.

Compensation

The annual salary range is Canadian dollars 45,000 to 55,000.

Employee Benefits

• Remote working option and flexible hours.
• Mentorship and opportunities for professional growth.
• Extended medical and dental insurance coverage.
• Healthcare spending account included.
• Annual wellness spending account of CAD 3,000.
• Employee assistance program for support.
• Flexible unlimited paid time off under a trust-based policy.