Customer Care Specialist

3 weeks ago

Waterloo, Canada Axonify Full time

Axonify is an intelligent workforce enablement solution that supports 3.5M frontline workers. We believe all frontline employees should be empowered with the tools, knowledge and support to be inspired to do great work every day.

We offer a bite-sized learning experience, gamified training & reinforcement and a two-way, real-time communication solution, all in a personalized experience that fits seamlessly into the flow of work.

We’re looking for a Customer Care Specialist who enjoys working with customers and troubleshooting platform related issues, while also acting as our brand ambassador throughout their interactions with external stakeholders.

As a key member of the Customer Care team, reporting to Manager, Customer Care, the Customer Care Specialist is responsible for ensuring our clients are successful when using the Axonify learning platform. To be successful, our Customer Care Specialist thinks proactively, works with others to solve problems and acts as a trusted advisor to our customers. They are knowledgeable and experienced in managing software support, and an expert in the use and implementation of the Axonify platform.
**The things you’ll do**:

- Update support tickets to reflect actions taken, resolution achieved, or further action required
- Respond to and solve all support tickets within Service Level Agreement as set out in the contracts
- Maintain a high customer satisfaction score
- Create and maintain customer Help Center articles to improve documentation and reduce tickets
- Create and manage internal best practices to improve internal knowledge of Platform
- Manage internal content ensuring correct and relevant information
- Escalate issues when required to resolve any technical issues, gaps, errors, etc.
- Work collaboratively with the Development team on customer support issues
- Work with the Marketing team to ensure a consistent voice within Help Center articles
- Conduct administrator training, one on one webinars, and monthly webinar events
- Other duties that support the Axonifiers and further build your skills

**The things you bring**:

- **Knowledge**. Working knowledge of supported browsers (Chrome, IE, Firefox, Safari) and Microsoft Excel, Word, PowerPoint. An understanding of PC and Mac operating systems, and basic knowledge of various mobile platforms; iOS, Android.
- **Customer Savviness.** Excellent customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious. Strong conflict resolution and problem-solving skills that effectively diffuse escalations. Ability to analyze and interpret the needs of customers and offer the appropriate options, solutions, and resolutions required.
- **Energy, passion and creativity**. Ability to respond quickly in a dynamic and changing environment. A strong sense of urgency.
- **Performance Mindset. **Excellent organizational, written, and oral communication skills - you must be able to convey technical jargon in a wide-array of syntax, from beginner to advanced level users, in our tickets, knowledge-based articles and on the phone. Excellent online facilitation skills - the ability to engage the learners and facilitate an interactive webinar.
- **Commitment to quality.** Ability to empower platform administrators to support themselves using our knowledge base. Ability to evaluate, troubleshoot, and follow-up on customer issues, as well as replicate and document for further escalation.

**Work location**:

- Hybrid (Waterloo)

**The things you’ll enjoy**:
*
An impactful product* that gives back to the communities and frontline workers that support our everyday lives.
People with great attitudes that lead to great results through our values of Collaborate, Be Bold and Get It Done.
**A diverse Axonify Community** that celebrates unique perspectives and experiences that add richness to our culture.
**Leaders that trust deeply** who leverage our skills, adapt to us as individuals and encourage us to be our best selves.
**Flexibility and choice**. Early riser? Great, we offer flexible work hours. Prefer to work from home and in the office? No problem, we operate on a hybrid model where you work in the location that supports your personal and professional life. Mac over PC? Take your pick because we want you to have the equipment that you are comfortable with. East or West coast? We have employees that span across Canada, the US and the UK. Eid or Christmas? Our Flexible Holiday Program supports you to take the days off that matter to you.
**Professional growth.** We’re learning experts and our excitement goes beyond our product. Not only do we offer Axonifiers daily learning, continual growth and broad experiences, we also offer a Professional Growth Spending account to encourage more development even outside of work hours..
**Wellbeing that supports our lives away from work**. We love what we do, but we also love our lives away from Axonify and we encourage employees t

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