Remote Customer Support Agent

Summary

Join Cars Commerce Canada as a Customer Support Agent and be essential in creating frictionless support and training experiences that resolve requests within established company SLAs. You will analyze and resolve incoming or scheduled support requests, receive and process customer requests for technical support, and collaborate with other departments to ensure quick and effective resolution.

Requirements

• Bachelor's degree in a technical field (computer science, technology management, etc.) OR equivalent professional experience
• Two (2) years of experience in customer service or technical support
• Excellent communication skills (verbal and written) in French and English
• Ability to quickly and effectively analyze a problem, determine its cause, take appropriate measures to resolve it, and follow up with the relevant parties
• Capable of presenting information clearly and structured, including the ability to convey technical concepts to non-technical users
• Skilled in providing excellent support to our clients by actively listening to their needs and properly investigating to gain a complete understanding
• Aptitude for quickly developing relationships with others and adapting to different communication styles. Able to interact with colleagues and clients easily
• Ability to comfortably manage high-pressure situations
• Competence in multitasking and possessing strong time management skills
• Aptitude for working with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc
• Strong adaptability and learning ability in a constantly evolving industry
• Aptitude for working with a high degree of autonomy

Responsibilities

• Analyze and resolve incoming or scheduled support requests in accordance with the company's SLAs while maximizing customer satisfaction
• Receive and process customer requests for technical support for our products through various channels: emails, incoming phone calls, or callback requests
• Resolve complex product-related issues and collaborate with other departments to ensure a quick and effective resolution
• Escalate more complex issues to higher-level support teams and/or management, and ensure communication with customers as needed
• Provide fast and efficient service to customers in accordance with department guidelines and policies
• Stay updated on the evolution of internal knowledge as well as our training processes, accessible on our sharing platforms, in order to accurately respond to customer inquiries
• Utilize in-depth product knowledge to inform customers about product features or additional services to meet their needs
• Support the maintenance and hygiene of data by accurately documenting interactions with customers and adding notes in all relevant systems
• Be an ambassador for our customer experience by ensuring that various opportunities for process, system, or technology improvements are communicated to management or the product team

Preferred Qualifications

• Experience in the digital automotive sector is a plus (website content editing, syndication, technical support)
• Proficiency with Google or Microsoft Workspace: Excel, Sheets, Docs, Slides, etc
• Bilingual in French and English

Benefits

• Medical, Paramedical & Dental Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Paid holidays