Customer Service Representative (REMOTE)

Burjline Builders•Ottawa, ON

4d•CA$30 - CA$35•Remote

About The Position

Vena Solutions is seeking a dedicated and tech-savvy Customer Service Representative to join our dynamic team. As a key member of our customer support organisation, you will be the first point of contact for clients using our industry-leading, AI-powered financial planning and analysis (FP&A) platform. Vena helps finance teams streamline their workflows and make data-driven decisions by integrating seamlessly with Microsoft technology. The ideal candidate will be a patient, empathetic, and effective communicator, passionate about helping customers solve problems and achieve success with our innovative software.

Requirements

Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company.
Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely.
Strong problem-solving and analytical skills with a keen attention to detail.
Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment.
A customer-centric mindset with a genuine passion for helping others succeed.
Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
A high level of comfort with technology and the ability to learn new software quickly.

Nice To Haves

Familiarity with financial or accounting principles would be considered a significant asset.
Experience with Microsoft Excel and other Microsoft technologies is highly desirable.

Responsibilities

Provide high-quality, timely, and professional support to customers via email, phone, and live chat.
Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries.
Effectively diagnose, document, and manage customer issues using our internal ticketing systems.
Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools.
Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication.
Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides.
Gather and relay customer feedback to our product and development teams to help shape the future of our platform.
Strive to exceed customer expectations and contribute to a culture of service excellence.