Customer Service Specialist - Voice

Client Support Ottawa, Ontario


Description

Position at J2 Cloud Services

The successful candidate will play a key role in providing a world class customer experience to J2 Global's eVoice and Line2 client base . This role is uniquely positioned to create success rather than maintain the status quo. The Customer Service Specialist Voice reports to the Customer Service Voice Manager and is a key member of the support team.

This position will be responsible for dealing with the customers and potential customers of eVoice and Line2 brands. 

The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and chats and help them setup, solve any problems they may have and make a cross promote our additional services. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.  

Shift: 24 hr support center. Candidates must be flexible with their availability. Possibility of evenings and/or weekend shifts.

NOTE : This is a temporary REMOTE working position due to Covid-19

Job Duties:

  • Responsible for answering customers’ technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills. 24/7 Environment. 
  • Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud
  • Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.
  • Maintain client work schedule and service level requirements.
  • Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
  • Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
  • Report accurately on calls/email inbound and outbound, record calls and call details on company systems
  • Responding to chat and email as required
  • Fulfill special project request, and support porting or HP as required
  • Maintain reseller relationships and provisioning of new accounts as required
Job Requirements:
  • Minimum 1 year experience in Technical Support / Inbound Call Center (previous .com experience preferred)
  • Excellent communication skills (oral and written)
  • Flexibility regarding shifts due to 24/7 environment 
  • Superior technical and problem solving skills
  • PC proficiency; Knowledge of MS Word, Excel and Outlook
  • Experience resolving basic user related technical problems with directions given over the telephone
  • Ability to work both independently and as part of a team is a must
  • Cross functional skills in supporting customers via chat and email
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