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Customer Service Representative

2 months ago

Toronto, Ontario, Canada Brink´s Full time

About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a L2 Customer Support Specialist. As a key member of our support team, you will be responsible for providing exceptional service to our internal and external customers, ensuring timely resolution of technical issues, and collaborating with internal business partners to deliver seamless customer experiences.

Key Responsibilities

  • Provide technical support to customers via phone and email, resolving issues related to our DRS products and services.
  • Manage L2 email account and create customer tickets in our ticketing system to track and resolve inquiries.
  • Troubleshoot technical issues with customers and crew members, escalating complex issues to L3 as needed.
  • Collaborate with internal business partners to find timely resolutions to customer requests and concerns.
  • Work within established frameworks and processes to diagnose and resolve issues related to DRS products and services.
  • Monitor offline devices, review reports daily, and manage device offboarding activities to ensure seamless customer experiences.
  • Create and update safe profiles as part of DRS onboarding activities.
  • Responsible for 24/7 User Mgmt. Setup and training (UMT) and onboarding all 24/7 Change Order/CIT only customers.

Qualifications

Must-Have Qualifications

  • A passion for delivering exceptional service and a positive attitude towards continuous improvement.
  • Experience in a Call Centre, Customer Facing role, or Help Desk environment.
  • Technical knowledge and ability to communicate effectively with customers.
  • Strong communication skills, both verbal and written, with the ability to deliver concise and easily digestible messages.
  • Ability to work in a fast-paced environment with shifting schedules based on business needs.
  • Experience working with technical solutions and Microsoft Office.