Customer Support Representative

Summary of the position

The Customer Support Representative understands and practices excellent customer service. This is a full-time position that reports to the Customer Support Team Lead. This individual will focus on providing quality and timely support to our clients. If you are an enthusiastic individual who practices and preaches great customer service, we’d like to hear from you!

 

What you’ll be doing

  • Troubleshoot to resolve customer issues via email, phone and ticketing system
  • Follow-up on open tickets in a timely manner and escalate tickets as required
  • Maintain strong support relationships with customers
  • Assist with software system implementation and courseware deployment
  • Gather client feedback and provide feedback to internal stakeholders
  • Assist the Customer Service Management Team with new site implementations including and not limited to user imports, question and exam creation, 3rd party courseware testing, articulate conversions, and configuring welcome pages
  • Provide mini customer training sessions on specific tasks
  • Other related duties as required

What you’ll bring

  • Prior experience in customer service or technical support roles
  • Basic knowledge of web/browser issue troubleshooting
  • Excellent written and verbal communication skills, particularly in active listening
  • Customer-service oriented
  • Exposure to issue/bug tracking systems
  • Effective problem solving and conflict resolution skills
  • Ability to multitask, prioritize and work independently
  • Enthusiastic, team player
  • Knowledge of HTLM/CSS and JavaScript is an asset
  • Bachelors’ degree or diploma in related field

Why we’re awesome:

  • Flexible work hours
  • Friendly and collaborative work environment
  • Monthly fun and interactive team events
  • Opportunities for professional learning, growth, and career advancement
  • Pet-friendly office

If you are interested in this position, please send your application to hr@pelesys.com. We appreciate all applications, however, only short-listed candidates will be contacted. No phone calls please. Thank you.

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