Tier 1 Customer Experience Representative

4 weeks ago

Vancouver, Canada Roadpost Full time

**About ZOLEO**:
A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has been met with rapid success from it’s launch in 2020, winning multiple innovation awards and growing its subscriber base quickly.

Together we’re committed to offering consumers and enterprise users affordable global messaging connectivity, plus a safety system you can count on, from the moment you leave cellular coverage to your return. Providing a familiar smartphone messaging experience that transmits seamlessly over satellite, cellular and Wi-Fi, we’re re-inventing global messaging - the way it should be.

**Summary**:
As a Tier 1 Customer Experience Representative, you will support customers with a variety of inquiries via calls, tickets, and live chats. You will provide helpful information, answer questions, support Tier 1 level technical troubleshooting and set-up processes, create orders, and respond to complaints. You help ensure long term customer loyalty and satisfaction by positively representing company products and services, while working to exceed Service Level Agreements. This position is part of a global Customer Experience Team.

This role will report to the regional Team Lead, Customer Experience.

**Key Responsibilities**:

- Handle and resolve customer requested related to general inquiries, billing, order placement, account changes, and technical support.
- Maintain a working knowledge of company products and services. Opportunity to specialize in certain products and services will exist and is encouraged.
- Promote company products, features and benefits through consultative customer qualification.
- Meet monthly Call Center SLA’s, Productivity Targets, and Quality Standards.
- Stay updated on all operational systems, processes, and procedures, as well as company policies.
- Stay informed of all new products and services within the company and industry.
- Stay informed of competitors and related industries.
- Attend and participate in company events and meetings either in an in-office or virtual environment.
- Ensure a positive, accurate and professional customer experience.
- Maintain effective and harmonious working relationships with peers and other company staff.

**Qualifications & Skills**:

- Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.
- Fluency in English and French preferred, all other languages considered an asset.
- 1-2 years’ experience in a Customer Support related position.
- Post-secondary diploma or equivalent experience required.
- Strong communication skills (verbal and written). Conversational and personable.
- Resourceful and self-reliant with strong analytical, problem-assessment and problem-solving skills.
- Able to handle difficult customer situations and arrive at a positive resolution.
- Excellent time management and organization skills. Able to work with mínimal supervision. Adaptable to new workflow and changing environments.
- Enthusiastic and self-drive. A team player who looks to contribute to several areas within the day-to-day operations and exceed normal job expectations.
- Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.
- Comfortable working in a hybrid capacity as part of a global team. Access to broadband internet in required.

**Nice to Have**:

- Experience with supporting technical products (software, hardware).
- Experience with Helpdesk software (specifically Zendesk).
- Experience working with global brands.

**What we Offer**:

- Competitive base salary
- Bonus
- 3 weeks' vacation
- Health & dental benefits
- Work remotely

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