Customer Support Specialist

2 weeks ago

Longueuil, Canada mdf commerce Full time

**Location: Longueuil, QC—Possibility to work from home #LI-Remote**

**mdf commerce Inc **. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

Working in the ecommerce sector, we are currently looking for a Customer Support Specialist to join our team at k-eCommerce.

**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.
- Maintain customer data and issue resolution within the ticketing system;
- Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction is maximized.

**What elements of your professional background will be necessary and useful in this role?**

You will need to:

- Have a strong analytical and problem-solving skills;
- Have a strong attention to detail;
- Be able to multi-task and work under pressure in a dynamic and fast-paced environment;
- Be responsible for delivering results in a timely manner;
- Focus on customer satisfaction and an active B2B environment;
- Be dynamic and proactive/demonstrate initiative;
- Have excellent organizational skills including a good sense of priority management and be able to easily adapt to change;
- Possess 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;
- Possess a high level of communication skills for both internal and external clients;
- Have a professional education diploma in IT support or any other equivalent high school degree or college degree;
- All equivalent education and experience combination will be considered.

**What are the assets that would make you stand out?**
- Experience with ticketing software (e.g., Zendesk) or/and JIRA;
- Experience in the ecommerce or website management industry.

**mdf commerce **subscribes to a program of equity and equality in employment.

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