Customer Resolution Specialist

7 days ago

Ottawa, Ontario, Canada Moz Full time
Job Title: Customer Resolution Specialist

About the Role:

We are seeking a dedicated and enthusiastic candidate to engage with our growing number of end-users through phone, chat, and email, addressing technical and billing inquiries related to their email marketing accounts.

Key Responsibilities:

• Provide timely and precise responses to technical and billing inquiries from both customers and internal teams.

• Manage and nurture high value accounts and high-profile corporate clients with professionalism and attention to detail.

• Oversee ticket management and ensure swift resolution, adhering to service level agreements (SLAs).

• Monitor and promptly respond to customer emails through Salesforce queues, ensuring a seamless customer experience.

• Demonstrate exceptional multitasking abilities in a dynamic and fast-paced environment.

• Proactively inform relevant departments of any identified issues or outages, including updates on resolutions.

• Gain comprehensive knowledge of company products to efficiently troubleshoot and resolve customer concerns end-to-end.

• Maintain client schedules and ensure adherence to service level requirements to uphold quality service.

• Log all customer interactions in Salesforce and develop troubleshooting resources for future reference.

• Collaborate with cross-functional teams, including Client Success, Account Management, and Sales, to ensure prompt issue resolution.

Requirements:

• Minimum of 3 year's experience in Technical Support or Inbound Call Center (previous .com experience preferred).

• Experience with Salesforce, Dialpad (or any other phone software) is desired though not essential.

• Excellent communication skills in English (oral and written).

• Proficiency in PC applications, including MS Word, Excel, and Outlook.

• Experience in resolving basic user-related technical problems over the phone.

• Ability to work both independently and collaboratively within a team.

What We Offer:

• Generous medical, dental and vision coverage

• Open PTO policy with the expectation that you take at least 1 week off per quarter

• 10-16 weeks of fully paid parental, medical, or family leave

• Company matches to retirement plans

• Volunteer time off and matching donations

• Stipends for home internet

• Remote-friendly culture, with the option to be in office in Ottawa, Raleigh-Durham, Seattle or Vancouver.

• Training through Mozzer U, reimbursement for conferences

• Cereal bar, healthy (and not-so-healthy) snacks, & beverages

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