Customer Support Specialist

1 month ago

Ottawa, Canada mdf commerce Full time

**Location: Kanata, ON—Possibility to work from home #LI-Remote**

**mdf commerce Inc **. is an international team of over 700 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of our B2B and B2G customers.

Working in the eprocurement sector, we are currently looking for a Customer Support Specialist to join our team at MERX.

**What will your main responsibilities look like?**

In this role, you will be led to:

- Analyze and resolve tickets based on the service level and escalate issues when required;
- Monitor and manage the Client Service queue and program-specific inboxes;
- Create and update customers and organizational management reports;
- Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction;
- Responsible for delivering results in a timely manner;
- Meet and exceed monthly sales targets;
- Maintain client information in the CRM;
- Performs other duties as assigned.

**What elements of your professional background will be necessary and useful in this role?**

You will need to:

- Have a strong analytical and problem-solving skills;
- Have a strong attention to detail;
- Be able to multi-task and work under pressure in a dynamic and fast-paced environment;
- Focus on customer satisfaction while, keeping business context in perspective;
- Be dynamic and proactive/demonstrate initiative;
- Possess excellent English and French language skills, both oral and written, due to frequent interactions with English and French speaking internal and external colleagues and partners across Canada;
- Have excellent organizational skills including a good sense of priority management and be able to easily adapt to change;
- Possess a high level of interpersonal and communication skills, internally and with clients;
- Have a professional education diploma in IT support or any other equivalent high school degree or college degree;
- All equivalent education and experience combination will be considered.

**mdf commerce **subscribes to a program of equity and equality in employment.

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