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Customer Experience Representative

1 week ago

Kingston, Ontario, Canada Hirebridge Full time
About Us

We are AdPerfect and Tribute Technology, a renowned technology company providing innovative solutions to prominent media brands worldwide. Our goal is to create lasting connections between our customers and their users through dedication to excellent user experience.

We are seeking a highly motivated technical professional with expertise in customer support and service to work closely with customers and internal teams to address technical issues, develop technical change requests, and maintain comprehensive support documentation. Clear communication skills and the ability to translate complex technical concepts into actionable insights are crucial.

Job Overview

This role requires a detail-oriented individual with strong technical acumen to investigate and resolve customer complaints, optimize system performance, and improve overall user experience. Strong collaboration and problem-solving skills are essential for success in this position.

Main Responsibilities
  • Effective communication skills in English
  • Tackle new customer inquiries promptly and proactively monitor ongoing issues
  • Analyze and resolve customer complaints through various channels
  • Determine the root cause of reported technical issues
  • Determine whether to escalate issues to other teams or stakeholders
  • Edit content to ensure it is suitable for diverse audiences
  • Collaborate with internal teams and external clients
  • Pilot product feature development and enhancement testing
  • Verify task completion and adhere to high standards
  • Streamline processes to boost team efficiency
  • Create comprehensive documentation for both internal and external use
  • May perform additional job duties