Customer Support Agent

About the Team:
iQmetrix's Customer Support team is a group of passionate, detailed, and technically driven people responsible for providing front line support to our customers. We love solving our customers problems and creating great experiences.

About the Role:
As a Customer Support Agent, you will provide first point of contact support for iQmetrix's entire product suite via phone, chat, and email.

What You'll Be Doing:

• Own the customer support experience and work to resolve problems, while exceeding customer expectations.
• Be the first point of contact to answer inquiries related to iQmetrix's multi-product platform via all supported channels (phone, chat, e-mail, etc.).
• Work in a ticket driven environment to meet or exceed established service level agreement guidelines.
• Own documentation initiatives, creating and maintaining documentation to promote customer self service and internal knowledge sharing.
• Always be looking for solutions to problems and opportunities for process improvements, training and documentation.
• Evaluate, troubleshoot, document, and escalate customer issues as required. Increasing first call resolutions as your knowledge grows.
• Work closely with other iQ internal teams on the prioritization and communication of defects, hotfixes, and any trending issues.
• Required to be available for weekend & on-call rotations.

What We're Looking For:

• 2+ years customer service experience, ideally in a customer service or previous support role
• 40+ WPM typing speed and familiar with use of current PC technology and remote devices, iPad, tablets, etc.
• Demonstrated experience in handling customer inquiries and providing effective solutions
• Proactive mindset towards identifying opportunities for process improvements, training enhancements, and documentation updates
• Proficiency in conveying complex technical information in a clear and understandable manner
• SalesForce/ServiceCloud experience considered an asset

What We Offer:

• Begin your journey with a competitive starting salary 
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family. 
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program. 
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten "New Baby Days" for all parents welcoming a new child into their life.  
• Enjoy a "Cultural Day" off annually to celebrate a day of religious or cultural significance. 
• Give back with up to 6 days of paid time off annually for volunteering or personal learning. 
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment 

What is an iQer?

An iQer is a term, used daily across all iQmetrix locations, is someone who works for iQmetrix. Sounds simple, but there's more to being an iQer than meets the eye

If you're an iQer, you approach problems with humility and an open mind. You're a go-getter who doesn't wait around to be told what do to. Whether it's on your own or with a team, you aren't afraid to try new things, fail, succeed, and improve along the way. Your team, the company, and the well-being of others come before your personal agenda—you're an ally to your colleagues and the community.

The world changes fast and, as an iQer, you're ready to adapt. You recognize diversity in the world, listen to others, and consider all perspectives.

Want to Join the Team? 

If you're interested in a career with iQmetrix, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

We are a hybrid work environment, remote and in-office for all employees in an office city.

You can view our job applicant privacy policy here.

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