Customer Resolution Specialist

3 weeks ago

Ottawa, Ontario, Canada Ziff Davis, LLC Full time
Job Title: Customer Resolution Specialist

We are seeking a highly skilled and dedicated Customer Resolution Specialist to join our team at Ziff Davis, LLC. As a key member of our customer support team, you will be responsible for providing timely and precise responses to technical and billing inquiries from our customers and internal teams.

Key Responsibilities:

  • Manage and nurture high-value accounts and high-profile corporate clients with professionalism and attention to detail.
  • Oversee ticket management and ensure swift resolution, adhering to service level agreements (SLAs).
  • Monitor and promptly respond to customer emails through Salesforce queues, ensuring a seamless customer experience.
  • Demonstrate exceptional multitasking abilities in a dynamic and fast-paced environment.
  • Proactively inform relevant departments of any identified issues or outages, including updates on resolutions.
  • Gain comprehensive knowledge of company products to efficiently troubleshoot and resolve customer concerns end-to-end.
  • Maintain client schedules and ensure adherence to service level requirements to uphold quality service.
  • Log all customer interactions in Salesforce and develop troubleshooting resources for future reference.
  • Collaborate with cross-functional teams, including Client Success, Account Management, and Sales, to ensure prompt issue resolution.

Requirements and Experience:

  • Minimum of 2 years experience in Technical Support or Inbound Call Center (previous.com experience preferred).
  • Experience with Salesforce, Dialpad (or any other phone software) is desired though not essential.
  • Excellent communication skills in English (oral and written).
  • Proficiency in PC applications, including MS Word, Excel, and Outlook.
  • Experience in resolving basic user-related technical problems over the phone.
  • Ability to work both independently and collaboratively within a team.
  • Experience using Salesforce is an asset.
  • Macintosh experience is a plus but not required.

About Ziff Davis:

Ziff Davis is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health and wellness, cybersecurity, and martech.

We are committed to having a diverse and inclusive organization, supporting a sustainable future through our actions and our products, and managing our businesses using the highest principles of business ethics.

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