Customer Support Specialist
2 weeks ago
**Duties**
**Scheduling support tickets**
- Efficiently manage the scheduling of support tickets for our team of consultants. This includes communicating with the client, managing the consultant’s calendar and creating work orders.
- Prioritize and allocate tickets based on urgency, client needs and consultant availability.
**Tier 1 issue resolution**:
- Provide prompt and effective resolution to Tier 1 support inquires from clients. This includes Freshdesk tickets and phone calls.
- Tier 2 and Tier 3 support inquiries to be scheduled for consultants, unless the specialist is able to resolve.
- Solve Clinic Essentials tickets.
**Client Communication**:
- Ensure a positive client experience through effective communication and timely issue resolution.
**Collaboration with Consultants**:
- Work closely with consultants to understand their availability and workload, ensuring optimal scheduling and support coverage.
- Foster positive relationships with consultants to enhance overall customer support.
- Reschedule missed appointments.
**Requirements**:
- Fluent in English, both written and verbal
- Proven experience in customer service or a related field
- Strong communication skills with the ability to effectively communicate with customers
- Excellent phone etiquette and active listening skills
- Ability to analyze customer needs and provide appropriate solutions
- Accounting experience is an advantage
**Job Types**: Full-time, Permanent
**Salary**: From $24.00 per hour
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Profit sharing
Schedule:
- Monday to Friday
- No weekends
**Education**:
- Secondary School (preferred)
**Experience**:
- Customer service: 5 years (preferred)
Ability to Commute:
- Surrey, BC V3S 8P5 (required)
Work Location: In person
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