Support Call Center Rep(Wfh)

2 weeks ago

Toronto, Canada Donald Day Law Full time

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Customer Support Specialist Responsibilities**:

- Manage call center representatives and call performance.
- Perform call center follow-up.
- Perform other call center duties.
- Prepare call center performance reports.
- Report daily call center stats.
- Assist with supporting call-center.
- Selling services to consumers who call the call center.
- Maintain call center database by entering information on every call.
- Provide support for call center agents on escalated calls.
- Provide backup call center management.
- Plan for call center technologies.
- Receive inbound calls from customers.
- Impacting call center performance to management.
- Lead an exceptional call center team.
- Manage the daily call center operations.
- Resolve inbound customer calls regarding account.
- Maintain call center database by entering information.
- Define inbound call readiness state.
- Processing customer transactions in a call center environment.
- Maintain call center database by recording call outcomes and disposition.

**Requirements and skills**:

- Experience as a Customer Support Specialist or similar CS role.
- Familiarity with our industry is a plus.
- Experience using help desk software and remote support tools.
- Understanding of how CRM systems work.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.

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