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Customer Support Analyst

3 months ago

Markham, Canada Sage Recruiting Full time

Sage Recruiting is looking for a Customer Support Web Analyst with a strong customer focus and a background in web-based products and services. The successful candidate will be an integral part of the Web Support Team in a high-growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to queue management, queue call coverage, responding to email, and assisting with the growth and management of the company's reference account base.

The position is ideal for those who are self-motivated, patient, dependable individuals who like to help others solve their problems. They offer excellent career growth opportunities, a benefits package, and a great business casual working environment.



What You’ll be Doing:

  • Use your skillsets to troubleshoot Client Issues in a timely manner.
  • Listen and serve as primary Support liaison between Clients and Jonas Web Products.
  • Keep Clients informed of progression with issues and provide follow-up as necessary through written or verbal communications.
  • Collaborate with other departments or offices as necessary to expedite resolutions.
  • Promote and maintain a high-quality, professional, service-oriented company image among clients.
  • Will be required to periodically update the Client-Facing Support Sites.
  • Will be required to participate in a pager rotation to cover emergency calls on weekends.
  • Will be required to continue learning independently during downtime.
  • Will work shifts that can start anywhere from 8 AM EST up until 8 PM EST.
  • Must be able to work on any of the Canadian Holidays throughout the year.


What We’re Looking For:


  • Requires 2 - 3 years of customer service.
  • High School Diploma/Some college preferred/college degree
  • Experience with HTML and Content Management Systems (CMS) an asset or equivalent experiences in school or other role
  • Previous experience in Mobile Application Support is essential
  • Working knowledge of Web Reservation or Online Ordering applications is required
  • Windows, iOS and Android troubleshooting experience is essential
  • Strong PC and system navigation skills, specifically in a Windows-based environment
  • Must be able to multi-task in a fast-paced environment and set priorities within time constraints to meet deadlines
  • Courteous and professional phone manner, demeanour and attitude are essential
  • Excellent organizational, time management, punctuality and customer service skills
  • Must be able to work independently as well as coordinate efforts with other team members
  • The ability to prioritize tasks and shift focus as needed is essential
  • Good team player, yet willing to take personal responsibility for resolution of issues
  • Detail-oriented, with effective and clear verbal and written communication skills are required
  • Experience working in hospitality or country club environment is an asset


What We Offer:

  • Competitive salary: $55K + Bonus
  • 37.5 hours a week
  • Career growth opportunities
  • Benefits package
  • Great business casual working environment
  • Hybrid based in Markham Office


Sage Recruiting is an Ontario-based, Women-owned Technical and Executive recruitment consultancy that strives to make the recruitment industry a better place for candidates. We are supporters of LGBTQIA and diversity advocates. Our Founder and partner are both software developers and the entire team has learned to code. For more information, please see www.sagerecruiting.me or visit our Google Reviews page to see what people say about us