Customer Experience Associate

5 days ago


Ottawa, Ontario, Canada Micrometrics Full time

Micrometrics is a premier guest communication and experience management partner in the hospitality and travel industries.

We are seeking a high-energy, driven individual with impeccable attention to detail to join our Customer Success team as a Customer Support Associate. Our ideal candidate is a self-starter who is able to juggle competing priorities, communicate clearly and is always looking for ways to improve the customer experience we deliver to our clients.

As a key member of our team, you will provide routine support to our clients directly, support our Customer Success and Sales teams to drive growth, and work with team members to solve and implement solutions to complex problems. Your involvement with our clients begins as soon as their account is created, providing support to our sales team with initial onboarding and conversion, and continues through the customer lifecycle, supporting our Customer Success team with driving customer satisfaction, adoption and retention.

Responsibilities:
  • Provide technical support and user support via our Help Desk (ZenDesk) and by phone.
  • Support Sales and Customer Success team with client onboarding and ongoing account management.
  • Implement changes to customer accounts in consultation with Sales and/or Customer Success team.
  • Complete additional administrative tasks as assigned.
  • Develop and/or maintain core customer-facing resources such as: knowledge base, in-app walkthroughs, training videos.
  • Support legacy clients by creating and deploying surveys, while advising them on best practices and technical limitations.

Requirements:

  1. Excellent customer service and telephone skills, including strong listening, verbal and written communication.
  2. Strong desire to work with technology, and a strong technical aptitude.
  3. Ability to multi-task effectively while working remotely.

About You:

We're looking for someone with excellent customer service skills and a passion for technology. In return, we offer a competitive salary ($60,000 - $80,000 per year), a dynamic work environment, and opportunities for growth and development.



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