Customer Support Executive

3 weeks ago


Winnipeg, Canada ABN Technology Full time

**Responsibilities**:
Provide accurate and efficient solutions to customer issues, aiming for first-call resolution and high customer satisfaction.

Maintain a thorough understanding of our products or services, as well as any updates or changes, in order to effectively address customer queries.

Guide customers through troubleshooting steps, product demonstrations, and self-help resources to resolve their problems.

Escalate complex or unresolved issues to the appropriate departments or senior representatives, ensuring proper follow-up and timely resolution.

Document customer interactions, transactions, and inquiries accurately in the CRM system.

Continuously update and improve customer support resources, including FAQs, knowledge base articles, and troubleshooting guides.

Collaborate with cross-functional teams, such as Sales, Product Development, and Technical Support, to provide comprehensive solutions to customer needs.

Identify trends in customer issues and provide feedback to improve products, services, and processes.

Strive to meet individual and team performance metrics, such as response time, customer satisfaction, and resolution rate.

Qualifications:
High school diploma or equivalent; bachelor's degree in a related field is a plus.

Previous experience in customer support or a similar role is preferred.

Excellent communication skills, both written and verbal, with a strong command of the English language.

Active listening and empathy skills to understand and address customer concerns effectively.

Strong problem-solving abilities and ability to think critically in a fast-paced environment.

Familiarity with CRM software and other customer support tools is desirable.

Ability to adapt and learn quickly, as well as handle multiple tasks simultaneously.

Strong organizational skills and attention to detail.

Ability to remain calm and professional under pressure.

Positive attitude, patience, and a genuine desire to help customers.

Note: This job description is a general outline of the typical duties and responsibilities of the role and is not exhaustive. Additional tasks may be assigned as needed.

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

**Salary**: $15.00-$17.00 per hour

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: In person



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