Digital Support Specialist
3 months ago
Position Summary:
Direct Relationships:
- Team Manager, Digital Customer Support
- Manager, Digital Customer Operations
- Director, Customer Operations
Duties and Responsibilities:
- Maintain customer accounts in Salesforce and Appian
- Serve as product expert when resolving multiple Live Chats concurrently
- Keep records of customer interactions, transactions, comments, and complaints.
- Provide administrative support to the customer operations team
- Responsible to ensure KPIs are met consistently
- Keep current with the company policies and procedures, job aids & continuous learning sessions
- Flexibility to work additional hours when required to meet department objectives
- Other projects or tasks as assigned
Qualifications:
- 1 -2 years’ experience in a customer service type role or e-commerce environment
- College diploma in Business, Communications, Marketing, or related field is preferred
- Excellent written and verbal communication skills
- Ability to multi-task and meet deadlines in a fast-paced environment
- Must be detail and process oriented
- Good typing speed and working knowledge of MS Office Products (Word, Excel)
- Experience with PeopleSoft, Maestro, Salesforce, Appian, and/or SAP is an asset
- Knowledge of 407 ETR business would be considered an asset
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