Customer Support Specialist

7 days ago

Ottawa, Canada mdf commerce Full time

**Location: Kanata, ON—Possibility to work from home #LI-Remote** **mdf commerce Inc **. is an international team of over 700 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of our B2B and B2G customers. Working in the eprocurement sector, we are currently looking for a Customer Support Specialist to join our team at MERX. **What will your main responsibilities look like?** In this role, you will be led to: - Analyze and resolve tickets based on the service level and escalate issues when required; - Plan/coordinate and follow-through with requests in collaboration with internal teams (sales, analysis, development, support, etc.); - Monitor and manage the Client Service queue and program-specific inboxes; - Create and update customers and organizational management reports; - Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction; - Be responsible for delivering results in a timely manner; - Maintain client information in the CRM; - Create of SOWs in the CRM. **What elements of your professional background will be necessary and useful in this role?** - Your strong analytical and problem-solving skills; - Your ability to multi-task and work under pressure in a dynamic and fast-paced environment; - Your solid attention to detail; - Your great focus on customer satisfaction, while keeping business context in perspective; - Your dynamism, your proactiveness and your ability to take initiative; - Your excellent organizational skills including a good sense of priority management and can easily adapt to change; - Your excellent English and French language skills, both oral and written, due to frequent interactions with English and French speaking internal and external colleagues and partners across Canada; - Your excellent interpersonal and communication skills, internally and with clients; - Your professional education diploma in IT support or any other equivalent high school degree or college degree; - Your experience in the e-commerce industry is an asset that would make you stand out. - *All equivalent education and experience combination will be considered._ **mdf commerce **subscribes to a program of equity and equality in employment.

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