Customer Support Advocate

1 week ago

Toronto, Canada Softchoice Full time

At Softchoice, our purpose is to unleash the potential of people and technology.

Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness, where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone, to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our 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.

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.

Some reasons why our employees love working here
- Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 15 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- Meaningful work that drives professional development.
- Ability to enter and grow within the technology industry.
- Being part of a winning, high-performance team.
- Every employee has 2 paid volunteer days per year to give back to a cause of their choice.
- We have raised over $3 Million through our staff-run charity Softchoice Cares.
- You have the opportunity to take an ownership position here at Softchoice.

Inclusion & Equal opportunity employment:
Softchoice is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals 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, diversability veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:
Our commitment to your experience:
Prior to commencing employment:
Completion of a satisfactory criminal record check, education verification and reference checks are required for employment.

EoE/M/F/Vet/Disability

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