Digital Support Specialist

1 month ago

Vaughan, Ontario, Canada 407 ETR Full time
Job Title: Digital Support Specialist

The Digital Support Specialist will be responsible for providing exceptional customer support over 407 ETR's digital channels, including email and Live Chat. This role involves managing customer requests, account maintenance, and administrative tasks with a focus on delivering a positive customer experience.

Key Responsibilities:
  • Maintain accurate and up-to-date customer accounts in Salesforce and Appian.
  • Process transponder lease requests for Transponder Equipped vehicles and Personal leases via email or Live chat.
  • Provide timely and effective support to a high volume of customers via live chat, email/correspondence, and social media, ensuring a positive representation of 407 ETR.
  • Serve as a product expert when resolving multiple Live Chats concurrently.
  • Keep detailed records of customer interactions, transactions, comments, and complaints.
  • Provide administrative support to the customer operations team.
  • Ensure consistent achievement of Key Performance Indicators (KPIs).
  • Stay current with company policies and procedures, job aids, and continuous learning sessions.
  • Be flexible to work additional hours when required to meet department objectives.
Requirements:
  • 1-2 years' experience in a customer service type role or e-commerce environment.
  • College diploma in Business, Communications, Marketing, or a related field is preferred.
  • Excellent written and verbal communication skills.
  • Ability to multi-task and meet deadlines in a fast-paced environment.
  • Must be detail-oriented and process-driven.
  • Good typing speed and working knowledge of MS Office Products (Word, Excel).
  • Experience with PeopleSoft, Maestro, Salesforce, Appian, and/or SAP is an asset.
  • Knowledge of 407 ETR business would be considered an asset.
  • Comfortably navigate multiple applications to quickly locate and communicate solutions.
About 407 ETR:

407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

At 407 ETR, we offer peace of mind and a fast, safe, and reliable trip. That's why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by Canada Pension Plan Investment Board (CPP Investments), Cintra Global S.E. (a wholly owned subsidiary of Ferrovial S.A.), and SNC-Lavalin.

We're a majority Canadian-owned company and employ over 460 Ontarians. Learn more at 407etr.com

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