![SHOEBOX](https://media.trabajo.org/img/noimg.jpg)
Customer Support Specialist
4 weeks ago
We’re seeking an energetic team member with a “can-do” attitude, tech enthusiasm, and a passion for excellent service. You thrive on building trust with customers and teammates, making a positive impact through your work.
Your primary responsibilities:
T1 Customer Support (60%)
- Responding to customer email & phone inquiries, achieving response time targets.
- Providing effective and efficient triage of customer complaints, identifying the solution or the appropriate next steps, and closing tickets promptly.
- Escalating complex issues to T2 according to set criteria.
- Communicate clearly with customers and ensure accurate information is recorded in Desk tickets.
- Creating return cases and sales orders in CRM, monitoring customer portals, and following-up on hardware recalibrations.
- Proactively listen to customer feedback and feature requests to flag product management teams for product improvements.
- Collaborate with other Customer Experience teams to ensure the continued success of our customers.
T2 Customer Support
- Investigating complex customer issues, logging bugs to engage T3 support, and providing status updates until resolution.
- Advocating for customers to prioritize bug fixes, suggest Knowledge Base articles, and escalate severe issues when necessary.
Customer Support Function Administration (10%)
- Handling primary phone coverage; coordinating alternative phone coverage when necessary.
- Co-owning support tools and providing input for product improvements.
- Managing customer notifications for recalibrations.
Requirements & Qualifications:
- Post-secondary education in a relevant discipline or equivalent combination of job experience and training
- Legally entitled to work in Canada
- 3-5 years of experience in a related tech support role
- Demonstrated experience using customer ticketing tools (ex. Zoho Desk, Jira, Zendesk, Salesforce)
- Excellent written and verbal communication skills in English.
- Proven experience in supporting Apple iPadOS/MacOS and Microsoft Windows mobile/desktop environments
- Able to work a flexible schedule, including shift work
- Customer-focused with a track record of accountability, problem-solving, and teamwork.
- Attention to detail, analytical thinking, and continuous improvement mindset
- PHI (Personal Health Information) handling
- Effective time management
- Attending and conforming to end-user security awareness training
- Conforming to organizational information security policies
- Conforming to Non-disclosure agreements, regulatory or contractual requirements
- A complete background check (including a criminal record check) required
Assets:
- Ability to communicate in languages other than English, especially Spanish and/or French
- Experience in healthcare, biotechnology, or medical software industry
- Familiarity with audio technology and terminologies
- Experience supporting Apple iOS devices
- Experience in SAAS (Software as a Service)
- Proficiency in Microsoft Excel
- General wireless network troubleshooting
Who are we? We’re SHOEBOX Ltd. We are a medical device company that designs and develops audiometry products creating a seismic shift in the way hearing healthcare is provided. Utilizing iOS and web technology to replace bulky, expensive equipment, we’re bringing hearing testing into the 21st century and making it more affordable and accessible than ever before.
Why that’s important: 5% of the world’s population suffers from disabling hearing loss, 60% of childhood hearing loss is due to preventable causes, and the majority of people with disabling hearing loss live in low-middle income countries. We can help. With our products, hearing testing can be conducted outside of a sound booth and without the need for clunky equipment (you just need a calibrated headset and an iPad or Laptop), which allows for testing almost anywhere, anytime, worldwide.
At SHOEBOX, your contribution will have a meaningful impact every single day. On top of that, you’ll be an integral part of an innovative team, working with the latest tools and technologies, pushing the boundaries of what the Customer Support function can do, and collaborating with colleagues who are super passionate about their work.
In joining us, you’re joining a dedicated and passionate team that works hard and cares deeply about the change we’re making in the world. We also take time to celebrate our successes, enjoy lunchtimes together, and genuinely like and care about one another. Also, our founder knows how to do magic tricks. It’s pretty cool.
To learn more about us and what we stand for, read the SHOEBOX story and our company and audiometry and hearing screening blog .
-
Customer Support Specialist
4 weeks ago
Ottawa, Canada Xylem Full timeWe’re Hiring for a Customer Service Specialist! If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! **Xylem**, Inc.** is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join...
-
Customer Support Specialist
3 weeks ago
Ottawa, Canada mdf commerce Full time**Location: Kanata, ON—Possibility to work from home #LI-Remote** **mdf commerce Inc **. is an international team of over 700 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of our B2B and B2G customers. Working in the eprocurement sector, we are currently looking for a Customer Support Specialist to...
-
Customer Support Specialist
3 weeks ago
Ottawa, Canada Recollective Inc. Full time**Who We Are** Recollective is the world’s leading online qualitative research platform. Over the past decade, we've worked with some of the largest and most ambitious organizations to help them engage with their target audiences to gain valuable and actionable insight. With an award-winning suite of powerful research functionalities supported by highly...
-
Bilingual Saas Customer Support Specialist
2 weeks ago
Ottawa, Ontario, Canada Acuity Insights Full timePicture a world where colleges and universities can see applicants' full potential, looking beyond just grades in the admission process. Then, imagine these schools having easy-to-use tools that help support students throughout their entire educational journey, leading to the successful graduation of well-trained professionals. Imagine doctors, nurses,...
-
Customer Support Specialist
3 weeks ago
Ottawa, Canada nugget.ai Full time**Employment Type**: Full-time **Salary**:$ 25.08 /hr **Company Summary**:According to the Indian and Northern Affairs Canada Secondary Education National Program Guidelines, Garden River First Nation receives funding to provide students living on-reserve. The Garden River First Nation Education Unit, in accordance with Indian and Northern Affairs Canada...
-
Bilingual Saas Customer Support Specialist
1 week ago
Ottawa, Canada Acuity Insights Full timePicture a world where colleges and universities can see applicants' full potential, looking beyond just grades in the admission process. Then, imagine these schools having easy-to-use tools that help support students throughout their entire educational journey, leading to the successful graduation of well-trained professionals. Imagine doctors, nurses,...
-
Customer Support Technical Specialist
5 days ago
Ottawa, Canada Geotab Full timeWho you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Technical Specialist (Bilingual - French)who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for...
-
Customer Support Technical Specialist
2 days ago
Ottawa, Canada Geotab Full timeWho you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Technical Specialist (Bilingual - French)who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for...
-
Customer Experience Specialist
4 weeks ago
Ottawa, Canada net2phone Canada Full timenet2phone Canada is seeking a tech-savvy, ambitious, customer-focused individual who likes to solve problems and wants to provide a world class customer experience. As a Customer Experience Specialist, you will join our award-winning team that is obsessed with short wait times, first call resolution, and friendly customer service. You will work with...
-
Customer Success Specialist
4 weeks ago
Ottawa, Canada Fellow Insights Inc Full timeHi, I'm Julia! I'm the Customer Support Team Lead at Fellow. I joined Fellow in 2021 as an Implementation Specialist and for the past few months, I have been keeping the customer support process at the high-quality level we strive for. As the experts on our customers, our customer support team of 2 works collaboratively to make sure every user of Fellow has...
-
Customer Care Specialist
4 weeks ago
Ottawa, Canada Lindsay Maureen & Co Full time**About us** We are a fast paced high customer service real estate team. We strive to creat a real estate legacy for all our clients. Overview: We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist. As a Customer Care Specialist, you will be responsible for providing exceptional service to our...
-
Customer Success Specialist
2 weeks ago
Ottawa, Ontario, Canada Fellow Insights Inc Full timeHi, I'm Julia I'm the Customer Support Team Lead at Fellow. I joined Fellow in 2021 as an Implementation Specialist and for the past few months, I have been keeping the customer support process at the high-quality level we strive for. As the experts on our customers, our customer support team of 2 works collaboratively to make sure every user of Fellow has...
-
IT Support Specialist
1 month ago
Ottawa, Canada Adecco Canada Full timeIT Support Specialist Adecco is currently recruiting for an IT Support Specialist for a 2-month Hybrid contract with a possibility of extension. This role is with our client in Ottawa, ON. The IT Support Specialist will have the following responsibilities:Maintain and oversee server and network operations;Perform routine maintenance and updates;Provide basic...
-
IT Support Specialist
1 month ago
Ottawa, Canada Adecco Canada Full timeIT Support Specialist Adecco is currently recruiting for an IT Support Specialist for a 2-month Hybrid contract with a possibility of extension. This role is with our client in Ottawa, ON. The IT Support Specialist will have the following responsibilities:Maintain and oversee server and network operations;Perform routine maintenance and updates;Provide basic...
-
IT Support Specialist
1 month ago
Ottawa, Canada Adecco Canada Full timeIT Support Specialist Adecco is currently recruiting for an IT Support Specialist for a 2-month Hybrid contract with a possibility of extension. This role is with our client in Ottawa, ON. The IT Support Specialist will have the following responsibilities:Maintain and oversee server and network operations;Perform routine maintenance and updates;Provide basic...
-
Customer Support Specialist
2 weeks ago
Ottawa, Canada NUVYYO Full time**Our Company** Recognized by Forbes as one of the top ten companies reinventing the TV industry, Nuvyyo is a growing consumer electronics and app development company based in Ottawa, Ontario. Founded in 2010, we are leading innovation in the Over-The-Air TV industry in both the US and Canada. Building on our first mobile media streaming system, in 2014 we...
-
Billing & Customer Support
4 weeks ago
Ottawa, Canada Kevin Carruthers - Desjardins Insurance Agent Full time**BILLING & CUSTOMER SUPPORT SPECIALIST NEEDED** **MUST BE FLUENT IN ENGLISH AND FRENCH! Contract is for on a 90 Day Trial Basis with Renewal option based on Development** DUTIES AND RESPONSIBILITIES INCLUDE: - Daily Outbound Billing Calls to Existing Clients who have past due payments - Act as Liason between our Head Office Billing department and our...
-
Customer Engagement Specialist
3 weeks ago
Ottawa, Canada Novartis Full time394819BR **Customer Engagement Specialist**: Canada **About the role** Customer Engagement Specialist - Immunology - Rheumatology Location: Ottawa/Kingston/Sudbury About the role: Psoriasis affects 1 million Canadians. Up to 30% of patients with psoriasis have or will have arthritis. Unfortunately, this has a broad impact on patients that extends beyond...
-
Customer Experience Specialist
3 weeks ago
Ottawa, Canada net2phone Canada Full time**What we do.** We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone. **Who we are.** Net2phone Canada is breaking down the pre-conceived barriers in Canadian...
-
Customs Compliance Specialist II
4 weeks ago
Ottawa, Ontario, Canada Thermo Fisher Scientific Full timeJob DescriptionLocation: Remote rolePosition Summary: Support the new Third party (Encompass) program for Fisher Canada by coordinating and reviewing new items for customs. Responsible for ensuring compliance with customs regulations. The role requires a deep understanding of the import regulations, tariff classifications and customs procedures. The...