Customer Support Analyst
4 weeks ago
Get AI-powered advice on this job and more exclusive features. This range is provided by Actionstep. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$60,000.00/yr - CA$65,000.00/yr The Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screen shares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge. Responsibilities Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine. Manage a queue of tickets with competing priorities to ensure those of most importance are addressed first and receive the right level of support, depending on the nature of the query raised. Investigate and resolve inbound tickets through outbound phone calls, screen sharing sessions, live chats or emails back to the original reporter. Resolve enquiries efficiently while addressing the core problem to solve for the customer. Adopt a "First Time Right" mindset to ensure the enquiry is resolved on the spot where possible. Escalate tickets when appropriate and with all relevant information to the suitable person or team; whether that be internally within the Support team, externally to a third-party, or across to our development teams. Balance the needs of the business and the customer to prioritise enquiries appropriately. Set realistic and correct expectations with the customer and stakeholders. Provide consistent and regular updates to users on any active issues they're experiencing and help represent the urgency to internal teams. Meet all Service Level Agreements and goal targets set out by the leader, to deliver an exceptional customer service experience focused around key metrics such as Customer Satisfaction, First Response Rate, Average Response Time, and Collaboration with other team members. Requirements Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience. Understanding of bookkeeping concepts (double entry accounting, billing, bank reconciliation). Minimum 3 years of customer-facing experience in a customer support/service or help desk role, ideally supporting a SaaS technology platform. Previous experience working at Level 1 and Level 2 in a multi-level support team that is geographically distributed. Excellent oral, written, presentation, and communication skills for use with both internal and external stakeholders and all levels of management. Technical aptitude and ability to quickly learn new platforms. Ability to operate and succeed in an agile environment, working cross-functionally to deliver effective outcomes for customers. Benefits Robust medical, dental, vision offerings. Registered Retirement Savings Plan (RRSP) with company match. Flexible working arrangements and paid time off. Take your birthday off. Frequent team building events. Fantastic training and development opportunities. $60,000 – $65,000 CAD Salary. Seniority level: Associate | Employment type: Full-time | Job function: Customer Service | Industries: Technology, Information and Internet Referrals increase your chances of interviewing at Actionstep by 2x. Get notified about new Customer Support Analyst jobs in Toronto, Ontario, Canada. #J-18808-Ljbffr
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Customer Support Analyst
2 weeks ago
Toronto, Canada RLDatix Full timeCustomer Support Analyst | Customer Support | Canada or USA | Hybrid/Remote RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the...
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Customer Support Analyst
2 weeks ago
Toronto, Canada Actionstep Full timeThe Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge. - Manage a queue of tickets with competing priorities, to ensure those of most importance are...
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Customer Support Analyst
3 weeks ago
Toronto, Canada algojobs Full timeOverview The Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge. Responsibilities 1. Respond to inbound live chats and emails within an acceptable...
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Customer Support Analyst
2 weeks ago
Toronto, Canada Manulife Full timeWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...
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Customer Support Analyst
4 weeks ago
Toronto, Canada Actionstep Full timeGet AI-powered advice on this job and more exclusive features. This range is provided by Actionstep. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$60,000.00/yr - CA$65,000.00/yr The Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets,...
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Customer Support Analyst
4 weeks ago
Toronto, Canada Actionstep Full timeGet AI-powered advice on this job and more exclusive features. This range is provided by Actionstep. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$60,000.00/yr - CA$65,000.00/yr The Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets,...
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Customer Support Analyst AccountingBookkeeping
4 weeks ago
Toronto, Canada Actionstep Full timeDescription The Customer Support Analyst will manage a daily workflow of managing live chats new and open tickets running screenshares with users to determine next steps on resolutions and working across the Customer and Support teams to document and share product knowledge. Responsibilities Respond to inbound live chats and emails within an acceptable...
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Customer Support Analyst AccountingBookkeeping
4 weeks ago
Toronto, Canada Actionstep Full timeDescription The Customer Support Analyst will manage a daily workflow of managing live chats new and open tickets running screenshares with users to determine next steps on resolutions and working across the Customer and Support teams to document and share product knowledge. Responsibilities Respond to inbound live chats and emails within an acceptable...
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Customer Support Analyst AccountingBookkeeping
4 weeks ago
Toronto, Canada Actionstep Full timeDescription The Customer Support Analyst will manage a daily workflow of managing live chats new and open tickets running screenshares with users to determine next steps on resolutions and working across the Customer and Support teams to document and share product knowledge. Responsibilities Respond to inbound live chats and emails within an acceptable...
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IT Support Analyst
2 weeks ago
Toronto, Canada Ready Education, Inc. Full timeAt Ready Education, we are deeply committed to improving student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement. We work with over 715 higher education institutions and over 7 million students actively using our platform across 25 countries, helping them better engage their...
