Technical Customer Support Specialist

3 days ago


Barrie, Ontario, Canada Napoleon Products Full time

Napoleon Products is a leading manufacturer of innovative grills, known for their exceptional quality and customer service. We are currently seeking a Technical Customer Support Specialist to join our team.

About the Role

This is a contract position working remotely from 11:30am Monday to Friday. As a Technical Customer Support Specialist, you will be responsible for providing best-in-class customer experience to our customers via phone, email, and other service channels.

Key Responsibilities
  • Respond to product information inquiries from consumers and dealers at an entry level, with the ability to perform tasks in French or alternate second language.
  • Enter replacement parts and warranty orders, recording relevant information in the CRM application.
  • Achieve contact, order, and CRM volume goals.
  • Respond to basic technical and troubleshooting inquiries without the need for handoff.
  • Maintain a minimum average of 80% on call/email quality evaluations.
  • Report necessary revisions to replacement parts manuals and report issues with our product website.
  • Help identify and track potential product quality issues and report through Quality Audit.
Requirements

To be successful in this role, you will need:

  • A high school diploma, college diploma/certificate, or university degree in a related field (preferred).
  • Minimum 2 years' work experience in customer service, with a preference for prior contact centre or technical assistance equivalent.
  • Basic knowledge of Microsoft Office, including Excel, Word, and Outlook, as well as Visual Manufacturing.
Benefits

Napoleon Products is committed to fair and accessible employment practices that attract and retain associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.



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