Technical Support Representative

4 weeks 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 advanced services and analytics to insurers, governmental bodies, and enterprises. Our pride lies in developing the award-winning, cloud-based "Drive-Sync" connected car platform. Our technology aims to enhance driving experiences, making them safer, smarter, and more environmentally friendly.

Position Summary

The Customer Service Desk Technician plays a crucial role within the Global Service Delivery Team, dedicated to providing an exceptional, efficient, and cost-effective service that is scalable. This position is essential for delivering IMS products to our clients, ensuring their functionality, validating the generated data, and facilitating a smooth customer journey towards issue resolution.

Key Responsibilities

  • Handle incoming customer inquiries and assign them to the appropriate fulfillment solutions.
  • Ensure effective communication of completed tickets.
  • Coordinate new enrollments to proceed as scheduled.
  • Provide first-response solutions to inquiries related to IMS products when applicable.
  • Assist customers in troubleshooting any product-related issues they may encounter.
  • Serve as a single point of contact for customers through various communication channels, ensuring a seamless transition to the relevant resolution teams.

Qualifications

To excel in this role, candidates should possess the following skills and experiences:

  • Experience in a contact center or service desk environment.
  • Background in a customer-facing role.
  • Excellent written and verbal communication skills, along with a professional telephone demeanor.
  • Ability to work independently with minimal supervision.
  • Familiarity with a diverse range of IT systems and a proven ability to quickly learn new technologies.
  • Strong organizational capabilities and the ability to thrive under pressure in a dynamic environment focused on delivering outstanding customer service.
  • Proficient computer skills and solid knowledge of Microsoft Office applications.

Preferred Skills

  • Prior experience with insurance or data products.
  • Experience in analyzing and interpreting large datasets.
  • ITIL Foundation certification or relevant experience.
  • Basic proficiency in Spanish (both written and verbal).
  • Experience in Supply Chain Management.

Why Join Us?

  • Collaborative, open-concept office environment for those who prefer in-person teamwork.
  • Flexible remote working arrangements.
  • Opportunity to engage with a global team.
  • Be part of an innovative technology leader with growth ambitions in the global telematics sector.
  • Commitment to your personal and professional development.
  • Comprehensive group health (and dental) benefits starting from day one.
  • RRSP matching program.
  • Flexible holiday policy to support your well-being.
  • 'Work From Anywhere' policy for a portion of the year.
  • Paid volunteering days.
  • Employee Assistance Program and enhanced maternity/paternity benefits.
  • Kudos Hub for peer recognition and rewards.

We encourage you to consider this opportunity even if you do not meet all the criteria outlined. IMS is an equal opportunity employer, celebrating diversity and committed to fostering an inclusive environment for all employees.

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