Customer Resolution Specialist

2 months ago

Ottawa, Canada MOZ Group Full time

**Customer Resolution Specialist**

Key responsibilities include problem identification, triaging and resolution; implementing retention strategies for clients considering cancellation; and actively participating in the customer support ticket triage process. Effective communication with their team of agents to resolve escalated tickets is crucial.

**Responsibilities**
- Provide timely and precise responses to technical and billing inquiries from both customers and internal teams.
- Manage and nurture high value accounts and high-profile corporate clients with professionalism and attention to detail.
- Oversee ticket management and ensure swift resolution, adhering to service level agreements (SLAs).
- Demonstrate exceptional multitasking abilities in a dynamic and fast-paced environment.
- Proactively inform relevant departments of any identified issues or outages, including updates on resolutions.
- Gain comprehensive knowledge of company products to efficiently troubleshoot and resolve customer concerns end-to-end.
- Maintain client schedules and ensure adherence to service level requirements to uphold quality service.
- Log all customer interactions in Salesforce and develop troubleshooting resources for future reference.
- Collaborate with cross-functional teams, including Client Success, Account Management, and Sales, to ensure prompt issue resolution.
- Complete additional tasks as directed by management to support overall business objectives.

**Job Requirements and Experience**:

- Experience with Salesforce, Dialpad (or any other phone software) is desired though not essential.
- Excellent communication skills in English (oral and written).
- Experience in resolving basic user-related technical problems over the phone.
- Ability to work both independently and collaboratively within a team.
- Experience using Salesforce is an asset.
- Macintosh experience is a plus but not required

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