Support Specialist

1 week ago

Toronto, Canada Points Full time

Company Description

As a trusted partner to the world’s leading loyalty programs, Points builds, powers, and grows new ways for members to get and use their favorite loyalty currency.

More than 1 billion loyalty program members touch our products through brands like Hilton, Air Canada, Lyft, British Airways, United Airlines, Air France-KLM, Chase Bank, Etihad Airways, and many more. Our team of 250+ people across 5 global offices works together to build and launch new solutions, solve complex challenges for our partners, and create a one-of-a-kind company culture.

Click here to learn more about Points

**Job Description**:
Points is looking for a Support Specialist to join our team for a permanent position in our downtown Toronto office. This role is primarily to support our Points Travel partners however supporting other products will evolve.

We’re an industry-leading organization that is continuously reshaping how consumers interact with their loyalty programs. We work with the world’s largest airline, hotel, financial, and retail rewards programs, to tackle complex challenges and come up with innovative e-commerce solutions. If you’d like to be a part of it, we’d love to hear from you.

Reporting to the Points Support Manager, the Support Specialist, Travel Support, will:

- Use your questioning skills to explore customer needs and concerns, own the solution and escalate where needed
- Track and follow up on any outstanding problems, keeping stakeholders informed of their status and confirming with them that the solution provided is satisfactory
- Develop and nurture customer relationships through your communications
- Keep up-to-date on new features or enhancements to our products and services
- Collaborate with colleagues and management to improve service delivery, helping to identify training opportunities to address root causes
- Educate our partners on how our products work to assist their delivery of support on our products
- Contact suppliers to resolve escalations and on behalf of other teams
- Provide feedback to direct manager and other internal teams to improve our products and processes
- Strive to meet (and exceed) performance goals
- Report any trending issues
- Make recommendations to update and build internal knowledge bases (FAQs/Processes/Contact information)

**Qualifications**:

- High level of comfort with technology and troubleshooting complex situations
- Proficient with computer software; MS Office/GSuite,
- Excellent interpersonal, communication skills and ability to work cross functionally with teams and team members of varying technical background
- Ability to operate within an environment with changing priorities with a sense of urgency
- Possess strong organizational skills
- Proactive attitude and ability to quickly grasp new concepts

Additional Information

What we offer:

- Flexible hours
- Extra days off
- Extended health care from day one
- Parental leave top-op
- Fitness Credit
- RRSP Matching Plan
- Learning & Development
- Free coffee, snacks & drinks
- The best Technology
- YOLO leave
- Green Commute or WFH credits
- Company-sponsored activities such as bowling, movies, sports, paintball, and more

Our Process:

- Recruiter Phone Interview
- Hiring Manager Interview
- Take-home Assessment or remote coding exercise (If applicable)
- Team Interview

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