Systems Specialist

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role

We’re looking for a System Specialist to join the Customer Care & Experience team The System Specialist is the Subject-Matter-Expert on the Customer Relationship Management (CRM) tool, Interactive Voice Response (IVR), B2B Ordering Poral, and Automated Reconciliation Tool (ART). The System Support Specialist is responsible for ensuring that all the systems used by the Customer Care & Experience team are functioning as they should be to ensure a frictionless customer experience

In this role, as a System Specialist, you will use your excellent customer service skills coupled with technical skillset to partner with internal and external business partners to find improvements and support new initiatives for OCS systems. The System Specialist works collaboratively across the business to create resources and develop training programs that will be utilized by the Customer Care team. Additionally, the System Support Specialist will be the primary point of contact for the Customer Care team regarding IT systems and issues and support continuous improvement.

About Your Day
- Co-ordinate, implement, and support technical operations for the Customer Care team
- Create resources (i.e., job aids or training seminars for new initiatives involving systems)
- Audit Customer Service Representative (CSR) entries into Customer Relationship Management system to ensure Standard Operating Procedure (SOP) is followed
- Provide feedback to customer care management for compliance
- Provide documentation and support to customer care team on new processes or enhancements to systems
- Recommend new processes to ensure a secure, frictionless customer experience while adhering to privacy and data security compliance.
- Provide exceptional customer service in all communications with both internal and external stakeholders
- Build collaborative, positive relationships, trust, and expertise with internal and external stakeholders
- Assist to troubleshoot issues with service management team for resolution.
- Assist with monitoring the ART to ensure all orders are flowing properly through the relevant systems and customer payments are captured and refunds processed properly.
- Maintain and adjust the IVR system to stay up to date with changes in business and ensure system is always functioning properly
- Provide regular updates to the Customer Care management team on ongoing projects, implementation dates, deliverables, and risks to the business
- Build work back schedules to ensure customer care team is aligned with project deliverables

About You
- Completion of Post-Secondary diploma in information systems or related discipline and/or equivalent of education and experience
- 3+ years of customer service experience working with a dedicated client base or in a contact center
- 2+ years of experience with supporting technology related systems and training development is preferred
- Experience with Microsoft systems including D365, CRM, Power BI
- Experience working with systems in a contact centre environment such as Dynamics 365, CRM, IVR systems, and/or working with B2B portals
- Sound understanding of customer support, operations and processes
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality of work
- Intermediate knowledge of MS Office (MS Word, Outlook, Excel)
- Excellent written and verbal communication skills.

Remote Work

About the Job
- City: Toronto, ON
- Employment Type: Permanent, Full-Time
- Required Travel: Rare, usually within the GTA
- Application Deadline: August 19, at 11:59PM