Customer Support Representative

3 weeks ago

Red Deer, Canada Embrace Software Inc Full time

Customer Support Representative (Temporary)

Embrace Software, headquartered in Tampa, USA, is one of the fastest-growing software acquirers in the world. We focus on building niche software businesses that deliver mission-critical solutions across industries (Industrial, Healthcare, Fintech and Edtech).

Why Join Embrace:

Rapid Growth: Our team has expanded to over 300 members in just 4 years.

Financial Strength: We’ve secured $130M in capital.

Acquisitions: With 13 successful acquisitions to date, we’re operating in hyper-scale mode.

Fortune 500 Impact: We serve 16% of Fortune 500 companies.

Proven Leadership: Our CEO/Founder has a track record of creating over $2B in value through his ventures (prior ventures include being a founding member and Chief Strategist at Valsoft, as well as an early lead investor and Board member at VitalHub (TSX: VHI)).

Join us as we lay the groundwork for exponential growth over the next 5 years. If you thrive in a fast-paced environment and share our vision, we’d love to have you on board

Job Description

This is a remote position.

XAP is a leading innovator in career and college planning software in the Embrace portfolio of companies, serving state-level sponsors, school districts, and individual schools with robust online solutions. Our platforms empower students and adults to explore careers, plan their education, and apply to colleges effectively. We are seeking a part-time temporary Customer Support Representative to provide 16 weeks of maternity leave coverage. This role serves as the primary contact for inbound customer support issues, ensuring excellent customer service standards, responding efficiently to customer inquiries, and maintaining high customer satisfaction.

Availability:

Monday - Friday

o 8:00 am – 12:00 pm Pacific Time (April 14 – April 25)
o 1:00 pm – 5:00 pm Pacific Time (April 28 – August 1)

End date: August 1, 2025

Key Responsibilities:

- Respond to customer inquiries promptly, patiently, and in a clear, friendly, and thoughtful manner.
- Demonstrate proficiency in brand voice, product knowledge, and common issues.
- Use product knowledge and critical thinking skills to research and troubleshoot customer issues effectively.
- Comfortably work with multiple web apps to enter, pull, and assess customer information as well as communicate with customers via phone, email, or online chat.
- Consistently exhibit excellent written and verbal communication skills with customers and internal team members.

Requirements

- High school diploma or equivalent preferred.
- At least 1 or more years of customer service experience, preferably supporting software solutions.
- Minimum typing speed of 40 WPM.
- Knowledge of customer service ethics, principles, and procedures.
- Proficiency in administrative and documentation procedures.

Opportunities for career advancement and professional development are available. Experience collaborating with a diverse, global team within a remote work setting is a plus.

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