Customer Support Advocate

6 months ago

Toronto, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**The impact you will have**:
As a **Customer Support Advocate **(CSA), you will have the opportunity to partner with some of our largest and most diversified enterprise and strategic customers. You will be responsible for helping solve business problems for our customers, while also maintaining and protecting the bottom line for Softchoice. The CSA role is an integral piece of our customer support and growth model. From complex forecast management to customer integration projects, the CSA is involved in supporting many areas of the customers’ business. As a result, you will be able to directly impact business outcomes and increase customer satisfaction.

**What you’ll do**:

- You will work as part of a unified account team in partnership with our inside and outside sales teams.
- You will be responsible for researching and fulfilling quote requests, providing complex reporting, and helping to manage a customer’s annuity business
- CSAs are tasked with staying knowledgeable on the latest technology trends, pricing programs, and selling processes with each individual customer.
- Build strong relationships with sales reps, vendors, customers, and other co-workers.
- Work effectively with other departments to collaborate and focus on creating the best possible customer experience.
- Work closely with the Account Management team and many other internal stakeholders to effectively manage and maintain our customers' annuity business.
- Work with Softchoice’s partners & vendors to find the best pricing, product availability, and alternative solutions to solve customers’ needs.
- Confidently maintain and update non-standardized customer documentation.
- Assist, when required, with project-based activities such as forecasting of equipment delivery, arranging specialized delivery, and maintaining documentation to track the progress of customer projects
- As a team, collaboratively work together to decrease escalations and reduce customer risk.
- This role is aligned with a US holiday schedule

**What you’ll bring to the table**:

- 2+ years of B2B customer service experience.
- Experience with high volumes of customer requests and inbox management.
- Proficient in MS Office tools: Outlook, Word, Excel, PowerPoint.
- Experience in the IT industry an asset.
- Experience with understanding Microsoft licensing programs an asset.
- Experience in using enterprise-grade reporting tools, such as PowerBI an asset.
- Experience in Salesforce an asset.

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and opportunities for career growth.
- Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
- We offer an opportunity to build and grow a career in the technology industry.
- Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
- We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.

**Inclusion & Equal opportunity employment**:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

**Require accommodation? We are ready to help**:
**Our commitment to your experience**:
We are committed to the safety of all applicants and team

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