Customer Support Specialist

Duties

Scheduling support tickets

• Efficiently manage the scheduling of support tickets for our team of consultants. This includes communicating with the client, managing the consultant’s calendar and creating work orders.

• Prioritize and allocate tickets based on urgency, client needs and consultant availability.

Tier 1 issue resolution:

• Provide prompt and effective resolution to Tier 1 support inquires from clients. This includes Freshdesk tickets and phone calls.

• Tier 2 and Tier 3 support inquiries to be scheduled for consultants, unless the specialist is able to resolve.

• Solve Clinic Essentials tickets.

Client Communication:

• Interact with clients via email and/or phone to gather information, understand their needs and communicate resolutions clearly and professionally.

• Ensure a positive client experience through effective communication and timely issue resolution.

Collaboration with Consultants:

• Work closely with consultants to understand their availability and workload, ensuring optimal scheduling and support coverage.

• Foster positive relationships with consultants to enhance overall Customer Support.

• Reschedule missed appointments.

Requirements
- Fluent in English, both written and verbal
- Proven experience in customer service or a related field
- Strong communication skills with the ability to effectively communicate with customers
- Excellent phone etiquette and active listening skills
- Proficient in data entry and computer applications
- Ability to analyze customer needs and provide appropriate solutions
- Accounting experience is an advantage

This is an exciting opportunity for individuals who are passionate about providing excellent customer service. If you have strong communication skills, enjoy interacting with customers, and have the ability to analyze customer needs, we would love to hear from you. Apply now to join our team as a Customer Specialist!

Job Types: Full-time, Permanent

Salary: From $24.00 per hour

Benefits:

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Profit sharing

Schedule:

• Monday to Friday
• No weekends

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)

Work Location: In person