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Customer Care Systems Specialist

2 weeks ago

Whitby, Canada 360insights Full time

**Starting **b**ase salary **US** **$**43,000** - **$**53**,**0**00** **

**CAD $**45,500** - $**55,500** **

Plus Bonus, Equity & Benefits
- Pay transparency_
- Our salary ranges are determined by role, level, and location. The range displayed on our job posting reflects the minimum and typical maximum target for new hire salaries for the position, it does not reflect the maximum salary for the role over time. Within the range, individual pay is determined by job-related skills and experience demonstrated during the interview process._

***

**What you will be doing**:
The Customer Care Systems Specialist reports to the Director, Customer Care and is responsible for all aspects of the technical systems, data and reporting that underpin the global Client Care function. The role seeks to identify continuous improvements in delivery using technology and its extensions effectively.

**A bit more about the role**:

- Continually research, analyze, and implement new ways to harness both existing and new tools to enhance the Client Care offering or reduce cost
- Implement and guide new client intakes from inception to launch within Client Care
- Design, program, and launch phone IVRs for new or existing clients and ensure IVRs are effective in reducing interactions and/or improving the client experience
- Work with technical systems partners (e.g. 8x8, Freshdesk) to ensure optimal system configuration for growth (i.e. adding new phone numbers in 8x8 or new agent licenses, automations, SLA rules, or templates in FreshDesk)
- Prepare and configure FAQ Help widgets for customer-facing websites, and ensure content is available for launch
- Act as a leading voice to the introduction of AI into the Customer Care Centre systems

**What you’ll bring**:

- Strong knowledge of Microsoft Office
- Strong analytical skills and attention to detail
- Programming experience in Java, Javascript, CSS, HTML is an asset
- Strong technical acumen related to AI, and automations of customer care communications

**Why 360?**

Here at 360insights you will be a part of a fast-paced global technology company that is innovating and leading in the channel incentives and insights industry. You will be helping us to deliver great solutions for some of the world’s most recognizable brands all within an inspiring and inclusive culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.

At 360insights, we take pride in being a people-first organization, dedicated to fostering a vibrant values-based and inclusive culture. Our commitment to this ethos is reflected in our day-to-day operations and interactions with both team members and clients. Embracing a people-focused approach entails the following principles:
**Experiences that create growth. Growth that creates experiences**:At 360insights, every facet of our business presents opportunities for personal and professional development, allowing you to explore diverse disciplines and rewarding work experiences. Our commitment to growth is supported by robust Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the tools and support needed to thrive and grow as an Insighter.