Customer Support Specialist

6 months ago

Toronto, Canada Achievers Full time

**About Achievers**

**Our commitment to you**:
At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.

A Customer Support Specialist is a highly motivated, customer-oriented individual who is passionate about the Achievers experience Our Global Customer Support Services team guarantees the highest level of excellence to ensure that our program administrators and internal stakeholders rave about our services and get the answers they need in real time. If you are technically savvy and are passionate about delighting customers, you’ll fit right in As a Customer Support Specialist, you will have the opportunity to advance your career with additional internal training opportunities leading to increased customer support and technical understanding.

**Responsibilities**:

- Get connected and handle inbound and outbound queries via phone and our case queues in Salesforce
- Turn our program administrators and internal stakeholders into “Raving Fans” by providing world class program support
- Handle all inquiries from our program administrators, responding via phone and through Salesforce, including updating clients on the progress of their requests
- Assignments may also be provided by leadership to ensure customer coverage and assistance with escalated issues
- Use your epic problem-solving skills to resolve inquiries, program assistance requests, and complaints
- Handle multiple case types from our program administrators including functionality issues, structural changes to their programs, campaigns and reporting requests
- Partner with other teams to resolve client issues (TSA, CS) when required
- Navigate our platform like a pro and stay up to date with new features and releases
- Recognize your peers and be recognized for being awesome

**Skills and Qualifications**:

- 1-3 years of related work experience
- CRM (Salesforce) in-depth knowledge
- Exceptional communication and interpersonal skills
- Basic HTML capabilities and overall technical aptitude
- Experience working directly with customers or clients
- Experience within a metric driven environment
- Ability to understand technical aspects of software functions

**You want to**:

- Lead by example, be solution focused and dependable
- Meet or exceed service level agreements (SLA targets) and other measures of success
- Provide coaching moments for teammates, as needed
- Empower team members to take ownership and action
- Create a positive and supportive environment and be available for questions from all teams
- Ensure best practices are followed and create processes where needed
- Advance your career with additional internal training opportunities leading to increased customer support and technical understanding
- Work alongside of some of the best teammates in the industry

**Why you’ll love working at Achievers**:

- We are passionate about disruptive technology that’s rooted in science, research and data.
- We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture
- We foster an environment of connection, security, and community. You’ll feel at home, without reservation.
- We believe in moving quickly, failing fast, and adapting to change.
- We enjoy coming to work every day because we believe in our product and love our culture.
- We’re committed to achieving excellence in everything we do.

**Benefits & Perks for permanent full time employees**:

- Competitive Pay \uD83D\uDCB0
- Parental Leave Top-up \uD83D\uDC76\uD83C\uDFFC
- Health Benefits and Life Insurance Coverage Upon Your First Day \uD83E\uDE7A
- RRSP Matching \uD83D\uDE4C\uD83C\uDFFC
- Flexible Vacation \uD83C\uDFD6️
- Employee and Family Assistance Program \uD83E\uDD1D\uD83C\uDFFD
- Headspace Premium Account \uD83E\uDDD8\uD83C\uDFFB
- Full access to the LinkedIn Learning Library \uD83D\uDC69‍\uD83D\uDCBB
- Internal Mentorship Program \uD83C\uDF93
- Employee-Led Employee Resource Groups \uD83D\uDC4F\uD83C\uDFFC
- A beautiful office space located in Liberty Village, Toronto \uD83C\uDDE8\uD83C\uDDE6
- Participation in our Points-based Employee Recognition Program ✨
- Opportunities for professional development and career growth \uD83D\uDCC8

**Our work environment**:
Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the ch

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