Customer Service Desk Agent

1 month ago

Waterloo, Canada IMS Full time

**Company Overview**

IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.

**Description**

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service that is low-cost and scalable. The purpose of the Customer Service Desk Agent role is to deliver the IMS products to customers, keep them working, validate the data produced, and provide a seamless customer journey to issue resolution.
- This position is a vital component of the business, and is responsible for:_
- Managing incoming customer queries allocating them to appropriate fulfillment
- solutions and enabling completed tickets to be effectively communicated
- Arranging for new enrolments to go ahead as planned
- Provide 1st response resolution to queries related to IMS products where applicable
- Helping customers troubleshoot any product issues they may be experiencing
- Provide a single point of contact for customers via multi-channel methods and create a seamless transition to appropriate resolution teams

**Requirements**:

- We know you will have a wide skill set, but to thrive in this role we think you will need:_
- Experience working in a contact center or service desk environment
- Experience in a customer-facing role
- Great written communication, verbal communication, and professional telephone manner
- Ability to work independently with limited supervision
- Experience across a wide range of IT systems with a proven capability to learn new systems quickly
- Strong organizational skills and the ability to work well under pressure in a busy environment with a focus on delivering great customer service
- Bonus Skills:_
- Previous experience working with Insurance or data products
- Previous experience in analyzing and interpreting large data sets
- ITIL Foundation certified, working towards certification, or general experience
- Basic understanding of Spanish (written and verbal)

**Why should you join us?**
- Brand new collaborative, open-concept office for those days when you want to work collaboratively in person We’re located in the Waterloo tech hub: the David Johnson Research + Technology Park
- Flexible remote working options
- Opportunity to work within a global team
- We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times
- We want to see you grow and do great things We’re committed to your personal and professional development
- Company-paid group health (and dental) benefits program, with no waiting period - they start from day one
- RRSP matching program
- Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing
- 'Work From Anywhere' Policy - work almost anywhere in the world for 30 days per year
- Funded training opportunities and a dedicated online learning platform
- Discounted gym membership
- Management coaching programs
- Employee Assistance Program and an enhanced maternity/paternity package
- Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards

IMS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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