Customer Support Administrator

4 months ago


Toronto, Canada Ascend Fundraising Solutions Full time

**YOUR ROLE**
- Maintain an updated knowledge of current lottery programs, common customer requests, and upcoming dates and deadlines for lottery draws.
- Categorize and document customer interactions, confirm with Account Managers on specific customer requests and responses.
- Explain simply and clearly in response to customer questions and follow up on customer understanding and acceptance.
- Fulfil ticket orders and process ticket sales via telephone or mail as required
- Review customer accounts and transactions while resolving issues.
- Updating customer information as required within ticket fulfilment software.
- Establish and maintain a good rapport with customers by using positive language and anticipating their needs, representing the client organization to the highest standard.
- Work with Account Managers to secure prize agreements from both existing and new prize suppliers
- Draft and maintain prize notification letters for the various programs
- Track and record prize notifications, winner selections, and prize fulfillment status
- Prize fulfillment to winners where applicable
- Work in coordination with other gaming suppliers and clients to provide prize details, tracking and back-up paperwork where required
- Maintain tracking of competitor programs
- Admin duties as assigned

**Desired Skills and Experience**
- 2+ years of previous customer service experience
- Industry knowledge and understanding of lottery programs and ticket fulfilment is a plus
- Proactive problem solver, with the ability to learn quickly, adapt and prioritize in a fast-paced environment
- Strong written and verbal communication skills
- Excellent organizational and multi-tasking skills
- Ability to maintain a calm and polite manner in stressful situations
- Experience with Shopify preferred
- Experience with Zendesk is an asset
- Knowledge of POS hardware is an asset

**WHO WE ARE**

Founded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks Foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs Foundation, Boston Red Sox Foundation, Big Brothers Big Sisters, Thunder Bay Regional Health Science Foundation, Arizona Humane Society, and many others.

We are disrupting the fundraising model by helping charitable organizations, raise funds by using our electronic raffle solutions, raise recurring donations, build on their donor datasets, build deeper engagement from their donor databases, and achieve record donor revenues.

As a leading provider of strategy and technology for 50/50 raffles, sweepstakes, and Catch the Ace raffles, we’ve helped over 500 charitable organizations raise over $1 billion on our platform to date, and we’re only just getting started.

At Ascend FS, we’re not just keeping pace with the dynamic collegiate sports industry—we’re setting the pace. Our innovative ChangeIt platform is reshaping how NIL collectives harness fan memberships to drive revenue, and we need a visionary to amplify our impact

Pay: $45,000.00-$55,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer support: 2 years (preferred)
- Not for Profit: 2 years (preferred)
- Zendesk: 2 years (preferred)
- POS: 2 years (preferred)

Work Location: Hybrid remote in Toronto, ON M5E 1E6


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