Customer Support Specialist
2 days ago
Location: Remote Opportunity
mdf commerce Inc is a leading provider of SaaS solutions for optimizing commercial interactions of B2B and B2G customers.
We are seeking a skilled Customer Support Specialist to join our team, working in the eprocurement sector for our MERX product.
Main Responsibilities:
- Analyze and resolve technical issues based on service level agreements and escalate when necessary.
- Collaborate with internal teams to plan and coordinate requests.
- Manage client service queues and program-specific inboxes.
- Develop and update customer and organizational management reports.
- Identify process improvements and document procedures for continual service enhancements.
- Deliver results promptly and maintain accurate client information in the CRM.
- Create Statements of Work (SOWs) in the CRM.
Required Skills and Experience:
- Strong analytical and problem-solving skills.
- Ability to multitask and work under pressure in a dynamic environment.
- Excellent English and French language skills, both oral and written, for frequent interactions with colleagues, clients, and partners across Canada.
- Focus on customer satisfaction while considering business context.
- Dynamic and proactive, with excellent organizational skills and interpersonal communication skills.
- Professional education diploma in IT support or equivalent degree.
- 1-2 years of experience in a call center or application support role.
- Experience in the technology sector, particularly in SaaS companies or eprocurement, is an asset.
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