Customer Support Specialist

2 months ago


Ottawa, Canada mdf commerce Full time

**Location: Province of Quebec or Ontario—Teleworking #LI-Remote**

**mdf commerce Inc **. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

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

**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.
- Plan/coordinate and follow through with requests in collaboration with internal teams (sales, analysis, development, support, etc.).
- 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 promptly.
- Maintain client information in the CRM.
- Create Statements of Work (SOWs) in the CRM.

**What elements of your professional background will be necessary and useful in this role?**
- Strong analytical and problem-solving skills.
- Ability to multi-task and work under pressure in a dynamic and fast-paced environment.
- Strong attention to detail.
- Excellent English and French language skills, both oral and written, due to frequent interactions with English and French-speaking internal and external colleagues, clients and partners across Canada.
- Focus on customer satisfaction while keeping business context in perspective.
- Dynamic and proactive/demonstrates initiative.
- Excellent organizational skills, including a good sense of priority management, can easily adapt to change.
- Excellent interpersonal and communication skills, internally and with clients, are required.
- Professional education diploma in IT support or any equivalent high school or college degree.
- Experience in the technology sector, within a SaaS company or more specifically in the eprocurement sector is an asset.
- All equivalent education and experience combinations will be considered.

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



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