Customer Support Specialist

2 weeks ago

Surrey, Canada Tri Tech Information Systems Full time

**Duties**

**Scheduling support tickets**
- Efficiently manage the scheduling of support tickets for our team of consultants. This includes communicating with the client, managing the consultant’s calendar and creating work orders.
- Prioritize and allocate tickets based on urgency, client needs and consultant availability.

**Tier 1 issue resolution**:

- Provide prompt and effective resolution to Tier 1 support inquires from clients. This includes Freshdesk tickets and phone calls.
- Tier 2 and Tier 3 support inquiries to be scheduled for consultants, unless the specialist is able to resolve.
- Solve Clinic Essentials tickets.

**Client Communication**:

- Ensure a positive client experience through effective communication and timely issue resolution.

**Collaboration with Consultants**:

- Work closely with consultants to understand their availability and workload, ensuring optimal scheduling and support coverage.
- Foster positive relationships with consultants to enhance overall customer support.
- Reschedule missed appointments.

**Requirements**:

- Fluent in English, both written and verbal
- Proven experience in customer service or a related field
- Strong communication skills with the ability to effectively communicate with customers
- Excellent phone etiquette and active listening skills
- Ability to analyze customer needs and provide appropriate solutions
- Accounting experience is an advantage

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Profit sharing

Schedule:

- Monday to Friday
- No weekends

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person

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