Customer Support Representative

2 weeks ago

Oshawa, Canada Magnus Technologies Full time

**Ideally Bilingual French - English**

**Prime Responsibility**:To professionally and effectively represent Magnus Technologies Software by assisting its customers in their use of Magnus products.

**Duties, Responsibilities, and Expectations**:

- Work cooperatively and openly with other Support Team members to provide Customers with a positive user experience
- Listen to and patiently assist customers via the online support system and/or over the phone with questions and issues related to our products
- Participate in and assist with training of new and current customers via online video chats (i.e. Skype, GoToMeeting)
- Create tasks for and communicate with the Technical team on any potential bugs, issues, or enhancements
- Appropriately respond to customer questions and issues that are assigned in the online support system
- Effectively manage customer questions and issues that cannot be completely handled online or by phone. This will include the ability to understand the customer question or issue, escalate the question to other team members, properly record the details of the issue, and continuously manage the issue by following up with the Technical Team and customer until the issue has been resolved
- Contact customers with status updates via the online support system as their issues advance or are fixed
- Coordinate software updates with customers
- Any other tasks that may be assigned by the supervisor
- Must be available to work on-call flexible hours, including evening and holidays (rotating schedule)
- Must have a valid passport and be able to travel into the United States as needed, job may include being onsite at customer location
- Attendance at quarterly meetings in Oshawa would be mandatory and regular work days would be from home

Excelling with Magnus Technologies means being motivated from within, working well with others, and being passionate about what you do and why you do it. While we appreciate all individuals who apply, preference will be given to those with experience in the transportation industry.

This individual will report to the Senior Customer Success Manager

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care
- Work from home

Schedule:

- 8 hour shift
- On call

**Education**:

- Secondary School (preferred)

**Experience**:

- transportation industry: 2 years (required)
- tech support: 2 years (required)

Work Location: Hybrid remote in Oshawa, ON

Expected start date: 2023-01-30

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