Customer Support Specialist – 8-month maternity leave

Catalis Holdco Inc • Edmonton, AB

8d • Onsite

About The Position

This is an 8-month maternity-leave contract. As a Customer Support Specialist, you will be the first point of contact for customers experiencing technical issues, providing prompt and professional support. You will address basic troubleshooting tasks, resolve straightforward inquiries, and efficiently escalate more complex issues to specialized teams, ensuring a seamless user experience. Your role is critical in delivering initial assistance and ensuring issues are handled swiftly and effectively. This is an onsite position working out of our Edmonton office Monday through Friday.

Requirements

• High school diploma or equivalent work-related experience
• Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc
• 1-2 years of call center or technical support experience
• Strong attention to quality processes and detailed work
• Strong communication skills and the ability to work independently
• Ability to interact effectively both verbally and written with clients and team members

Nice To Haves

• Salesforce Service experience a plus

Responsibilities

• Respond promptly to inbound inquiries via phone, email, or chat, assisting with software-related issues or service requests
• Accurately document and categorize reported issues in the ticketing system, ensuring clear tracking and easy access for future reference
• Resolve common technical issues, such as password resets, software installations, and hardware connectivity problems, ensuring quick and effective solutions
• Identify more complex issues and escalate them to higher-level support teams (Level 1, Level 2, or specialized technicians) for further investigation and resolution
• Utilize and contribute to the knowledge base or FAQ repository, ensuring that common issues are addressed with accurate, up-to-date solutions
• Maintain proactive communication with customers, providing timely updates on issue status and outlining next steps for resolution

Benefits

• Competitive compensation
• Full paid vacation
• Comprehensive health & dental benefits
• Free access to unlimited Udemy courses for personal and professional advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED