Enterprise Visitor Management Expert

1 week ago

Greater Toronto Area, Canada iLobby® Facility & Visitor Management Full time

About iLobby Facility & Visitor Management

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iLobby Facility & Visitor Management is the global leader in enterprise visitor management solutions, helping complex organizations digitize, optimize and automate their key facility processes. Our cutting-edge Facility OS Platform drives significant value for our customers.

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We're looking for a Customer Support and Education Specialist to join our growing and dynamic team. This hybrid role requires at least two days of office presence per week, with flexibility to work from home the remaining days.

">Job Description">
  • ">
  • Critical Responsibilities:">
  • Provide exceptional customer support via email, live-chat, phone, and video meetings, resolving issues efficiently and effectively.">
  • Create and edit educational content for the help center, webinars, product tours, tooltips, and other multimedia platforms.">
  • Become an expert on iLobby's products and services, recommending creative solutions to customer issues.">
  • Contribute to internal education across the Customer Experience team by creating process documentation, training materials, and playbooks.">
  • Ongoing improvement of existing support processes and development of new ones to enhance performance, efficiency, and capacity.">
    • ">
    • Requirements and Qualifications:">
    • A minimum of 2 years of experience in customer-facing roles in digital environments, preferably working with enterprise clients and handling technical troubleshooting tasks.">
    • Excellent written and verbal communication skills in English, with the ability to write for diverse audiences and translate technical concepts into plain language.">
    • Proficiency in computer networking, software, and hardware, as well as troubleshooting common internet connection issues.">
    • Familiarity with customer support software and tools, particularly ZenDesk and Microsoft Suite, plus interest in AI applications for customer support.">
    • Experience with video content creation and editing would be an asset but not required.">
    • Soft Skills:">
    • Strong problem-solving skills, creativity, and ability to think of multiple approaches and workarounds.">
    • Excellent organizational and time management skills, prioritizing tasks effectively and completing work iteratively.">
    • Team-first and collaborative mindset, able to work effectively with peers to achieve shared goals.">
    • Patient and empathetic when dealing with customers, maintaining a professional demeanor and composure in challenging situations.">Why Work at iLobby?">

iLobby offers a fast-paced, fun, friendly, and highly collaborative work environment that provides opportunities for advancement and growth. Benefits include comprehensive health coverage, a hybrid work environment, catered events, snacks, drinks, birthday and life celebrations, and two annual parties.

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We value diversity and are committed to equal employment opportunities for all candidates, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Please note that any offer of employment may be conditional upon background checks, including a criminal record check, credit check, and employment and educational verifications.

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