Client Support Specialist

3 weeks ago

Ajax, Canada COBRA Firing Systems Full time

COBRA is revolutionizing the pyrotechnics market with high-quality, affordable, and expandable wireless systems that have been adopted by over 13,000 customers in 100 countries. We prioritize our customers' satisfaction and feedback to drive innovation and design.

Join our passionate team and help bring our mission of delivering high-quality products and world-class customer service to life

**Additional Information**:

- Standard business hours are Monday to Friday 8:30 am to 5:00 pm, but this position at times requires team members to work varying hours, seasonal paid-overtime, and shifts during days, evenings, and weekends where needed

**Responsibilities**:

- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA (service-level agreement) for issues with respect to the severity.
- Advise customers throughout the purchasing cycle on the COBRA and IGNITE Firing Systems.
- Complete warranty requests and oversee tracking to ensure timelines are maintained
- Light product testing as needed

**Requirements**:

- Prior experience with POS and inventory systems
- Exceptional customer service and interpersonal skills
- Ability to problem-solve and find creative solutions
- Proven experience in customer service or technical support
- Proven experience in customer service or technical support
- Ability to work flexible hours, including seasonal paid-overtime, days, evenings, and weekends if needed
- Bonus: Pyrotechnic and SPFX industry knowledge or willingness to learn

**Job Types**: Full-time, Permanent

Pay: $21.00-$23.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Ajax, ON L1S4S7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

Shift availability:

- Day Shift (required)

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