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Customer Care Support Agent

3 months ago

Kitchener, Ontario, Canada Insurance & Mobility Solutions Full time

Company Overview

IMS (Insurance and Mobility Solutions) stands at the forefront of connected vehicle and telematics services. We deliver innovative solutions and analytics to insurers, governmental bodies, and enterprises. Our pride lies in developing the renowned cloud-based "Drive-Sync" connected car platform, enhancing safety, intelligence, and sustainability in driving.

Position Overview

The Customer Service Desk Technician is an integral part of the Global Service Delivery Team, dedicated to providing an exceptional, efficient, and scalable service. This role focuses on ensuring the seamless delivery of IMS products to our clients, maintaining operational functionality, validating data outputs, and facilitating a smooth customer experience in resolving issues.

Key Responsibilities

  • Handle incoming customer inquiries and direct them to the appropriate fulfillment solutions.
  • Ensure effective communication of completed tickets.
  • Coordinate new enrollments to ensure timely execution.
  • Provide first-response resolutions to queries related to IMS products as needed.
  • Assist customers in troubleshooting product-related issues.
  • Act as a single point of contact for customers through various communication channels, ensuring a smooth transition to relevant resolution teams.

Qualifications

To excel in this role, candidates should possess a diverse skill set, including:

  • Experience in a contact center or service desk setting.
  • Background in a customer-facing position.
  • Excellent written and verbal communication skills, along with a professional telephone demeanor.
  • Ability to work autonomously with minimal supervision.
  • Familiarity with a broad range of IT systems and a proven ability to quickly learn new technologies.
  • Strong organizational abilities and capacity to thrive under pressure while maintaining a focus on outstanding customer service.
  • Proficient computer skills and a solid understanding of Microsoft Office applications.

Preferred Skills

  • Prior experience in the insurance or data product sectors.
  • Experience in analyzing and interpreting extensive data sets.
  • ITIL Foundation certification or relevant experience.
  • Basic proficiency in Spanish (both written and spoken).
  • Experience in Supply Chain Management.

Why Join Us?

  • Collaborative, open-concept office environment for in-person teamwork.
  • Flexible remote work options available.
  • Opportunity to collaborate with a global team.
  • Be part of an innovative technology leader with ambitious growth plans in the telematics sector.
  • Commitment to your personal and professional development.
  • Comprehensive health (and dental) benefits starting from day one.
  • RRSP matching program.
  • Flexible holiday policy to enhance your well-being.
  • 'Work From Anywhere' policy allowing for remote work flexibility.
  • Paid volunteering days.
  • Employee Assistance Program and enhanced parental leave packages.
  • Kudos Hub for peer recognition and rewards.

We encourage all interested candidates to consider applying, regardless of whether they meet every requirement. IMS is an equal opportunity employer, celebrating diversity and fostering an inclusive environment for all employees.