Customer Support Representative

Customer Support Representative - In Office Position

#150, Ave NW, Edmonton, Alberta T5V 1S6

We Know Training is a rapidly expanding technology leader in the online regulated training space, with opportunities for meaningful career growth.

At We Know Training, we believe great customer experiences are built by people who care, listen, and solve problems with curiosity and creativity. We're a tight-knit team, and we're looking for one more person who's our kind of special.

In this role, you'll be the first point of contact for our customers, helping them by phone, chat, and email. You'll answer questions, troubleshoot issues, and resolve concerns—often putting together the pieces of a puzzle or digging into the details like a mystery that needs solving. Our customers will count on you to communicate clearly, handle their concerns with empathy, and provide solutions that feel effortless.

We're looking for someone who has experience in customer service, but more importantly, someone who is a strong communicator, observant, and quick to learn. You'll thrive here if you're naturally curious and nimble when things change. Weekend availability may be required at times, so a little flexibility is important.

In return, you'll join a group that is genuinely fun to work with. We have an exceptional office environment, weekly team-building meetings that bring us together, and plenty of opportunities to grow within the company. If you're looking for a place where your skills will be valued, your personality will fit right in, and your career can flourish, we'd love to hear from you.

Responsibilities

• Provide assistance to customers through phone, email, and chat channels.

• Operate in a fast-paced dynamic setting, managing approximately 50-60 interactions per day.

• Provide a support experience that is compassionate yet concise.

• Communicate with clients independently without the use of scripts to troubleshoot and solve problems, with your teams' support as needed.

• Collaborate with the team members to create and improve our internal and external knowledge base to further enhance the customer experience.

Qualifications

• Professional proficiency in English, both verbal and written, is required.

• This position requires the candidate to have the ability to work within the Mountain Standard Time (MST) zone and be available on weekends (Saturday- Wednesday and/or Friday - Tuesday).

• Front-line virtual customer service experience is strongly preferred

• Expert in troubleshooting, navigating technical environments and figuring out how things work.

• Ability to analyze complex tasks and apply logical thinking

• Passionate about customer-focused service and willing to go the extra mile to create customer delight

Why We Know Training?
Imagine starting your day in a space where ideas flow freely, where the environment feels modern and fresh, and where your health and comfort are a top priority. Plus, the friendly and dynamic vibe in our office makes each day engaging and fun. We believe that when you're happy in your workspace, you're more motivated, productive, and ready to take on new challenges.

Step into our bright, open-concept office where natural light floods every corner, creating an energizing and positive atmosphere. Our space is designed to promote collaboration and creativity, with new ergonomic furniture that not only looks great but also ensures your comfort and well-being throughout the day.

At We Know Training, we're the leading provider of certified online training, offering complete solutions for building, delivering, and distributing courses in regulated and public- facing industries. As a fast-paced, growth-driven company with an ambitious 10-year plan, you'll work alongside a team of creative, smart, and curious individuals. With us, your career path is limitless, full of growth opportunities.

Application and Interview Procedure:
Step 1 - Submit the online application form by filling in all the mandatory fields
Step 2 - Shortlisted candidates will be invited for a short 15-minute phone interview
Step 3 - Take home assignment - 30 minutes.
Step 4 - Successful candidates are invited for a 60-minute interview.
Step 5 – Offer 

We Know Training is an equal-opportunity employer and values a diverse workforce. We encourage applications from all qualified individuals without regard to ethnicity, religion, gender identity, sexual orientation, age or disability. Accommodations for disability-related needs are available upon request throughout the recruitment and selection process. Any information provided by you for accommodations will be kept confidential and won't be used in the selection process. 

Please note that if you are selected for this role, a criminal record check will be mandatory.