Customer Support Specialist

1 month ago


Ottawa, Ontario, Canada Micrometrics Full time

Company Overview

Micrometrics is a leading provider of guest communication and experience management solutions in the hospitality and travel industries.

We have been at the forefront of innovation in the B2C communication industry, constantly looking for new ways to deliver streamlined communication and exceptional experiences. With COVID-19 changing how we travel and communicate, we are now capitalizing on this opportunity to refine our technologies and help frontline staff in fast-growing secondary market segments.

About the Role

This role is for a Customer Support Specialist who will be responsible for providing routine support to clients directly, supporting Sales and Customer Success teams to drive growth, and working with team members to solve complex problems.

The ideal candidate will be a self-starter with impeccable attention to detail, able to juggle competing priorities, communicate clearly, and always look for ways to improve the customer experience.

Responsibilities

  • Provide technical support and user support via our Help Desk (ZenDesk) and by phone.
  • Support Sales and Customer Success teams with client onboarding and ongoing account management.
  • Implement changes to customer accounts in consultation with Sales and/or Customer Success teams.
  • Complete additional administrative tasks as assigned.
  • Develop and 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.

We're Looking for Someone Who

  • Has excellent customer service and telephone skills, including strong listening, verbal and written communication.
  • Has a strong desire to work with technology and a strong technical aptitude.
  • Can multi-task effectively while working remotely.

What We Offer

In addition to a competitive salary ($55,000 - $65,000 per annum), we offer a range of benefits including:

  • A comprehensive training program to ensure you have the skills and knowledge needed to succeed in this role.
  • A collaborative and dynamic work environment that encourages creativity and innovation.
  • Opportunities for professional development and career advancement.

Location

This role is based in [location] and requires flexibility to work across multiple time zones. We offer a range of remote work options and flexible working arrangements to support your work-life balance.



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