Customer Service Specialist - Voice

Client Support Ottawa, Ontario


Description

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

The Customer Service Specialist Voice reports to the Customer Service Voice Manager and is a key member of the support team.

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/Schedule:

-This position has a shift of 1:00pm-9:00pm EST). 
-Could also include one weekend day : (i.e.= Tues- Sat or Sun-Thurs)

Job Type: Full Time

Location: Ottawa, Ontario  *This will be a remote working position/work from home until further notice due to Covid 19*

Salary: $20.00 /hr CAD

Schedule:

  • Full Time (37.5 hours per week)
  • Evenings, Weekdays and weekends availability required
  • This Shift will be a full time 1-9pm EST shift

COVID-19 precaution(s):

  • Remote video interview process
  • Remote work from home until further notice (no exact date in place)

Language:

  • English required   (Spanish or French speaking skills are considered an asset)
What we have to offer:
  • Benefits (Medical, Dental, Wellness program, Employee Stock Program, RRSP, and much more).
  • Paid Vacation
  • Incentives
  • Opportunities for career growth and development
  • Full Training Provided

NOTE: A pre-employment background check is required


Job Duties:

  • Responsible for answering customers’ technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills. 
  • 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 /availability  
  • 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

At J2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work. J2 Global offers competitive salaries, health benefits, a 401k and ESPP, employee-focused engagement and education programs, and company-sponsored events.
If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then J2 is the place for you.

J2 Global, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.

This is a remote/office-based position which may be performed anywhere in the United States except within Colorado.

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