Customer Support Representative Level III

Client Support Ottawa, Ontario


Description

Position at j2 Cloud Services

Customer Support Representative Level III

As part of our continued growth we are seeking to recruit a talented  Customer Support Representative to contribute to the company’s continued success. You will work within the Product Support Team, assuming responsibility for the delivery of exceptional technical support of the Email Marketing platform.

The Product Support team consists to two teams, the Product Operations Team and the Customer Support team. Customer support provide reactive support to our customers and are product experts. Product Operations provide proactive support for our customers and are technical experts and aspiring developers.

Duties will include:

● The successful handling of escalated telephone calls, live chats and
   emails.
● The efficient resolution of customer queries whilst complying with Service
   Level Agreements.
● Investigation into complex technical issues and errors.
● Clear and concise note taking to enable the Product Operations,
   Development and Testing teams to work through bugs quickly.
● Working with the Marketing team to create documentation for the Help
   site.
● Writing SQL queries to extract data for clients.
● Debugging the Email Marketing solution to target bugs and their fixes.
● Writing code fixes to resolve bugs.
● Working collaboratively with the wider business to target and prioritize
   areas for improvement within the Email Marketing platform and the
   Product Support team.
● Act as a technical and product expert within the wider Product Support 
   team
● Provide product and technical training to new members of the wider
   Product Support team.

The Successful Candidate Will Be:

A motivated and confident individual with a strong professional image, an interest in digital (email and mobile) marketing and/or developing technologies, an excellent understanding of customer service with ideally at least 1 years' experience in a similar support or customer service role. You will play an active role in the continued development and growth of our business through your skills and experience. You will have:
● IT Degree or IT Qualifications.
● Determination, ambition and a hard-work ethic.
● An enthusiastic attitude to customer service and support.
● Exceptional verbal and written skills.
● The ability to work unsupervised as well as within a team.
● Excellent technical ability.
● Problem solving skills.
● Knowledge or interest of the digital or direct marketing industry.
● An aptitude for working with technology based solutions.
● Flexible attitude towards working hours.