Customer Support Specialist (Canada)

Fortive•Greenville, SC

1d•Onsite

About The Position

Supports all internal and external users on Gordian’s in-house systems by providing clear answers to product and billing questions, asking the correct troubleshooting questions to quickly identify solutions for presented problems, or assisting directing users to the correct resource to address client’s needs. The target is the direct link between Gordian and its existing and potential customers; therefore, it is expected they will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Requirements

Previous call center/customer support center experience preferred
Requires good written and oral communication skills
Problem Solving and Conflict Resolution
Ability to multi-task, prioritize, and manage time effectively
Proficient in Microsoft Office products, including Word, Excel and SharePoint
Ability to learn and provide support to software at a rapid pace
Experience with Salesforce and other software applicable to day-to-day tasks.

Nice To Haves

Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions
Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives
Critical Thinking: Understand problems and ask the right questions to distill / simplify complex scenarios
Innovation: Generate effective new approaches & solutions to enhance the customers’ experience and solve practical problems
Adaptability: Ability to effectively prioritize and proactively respond to customer needs
Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers for driving continuous improvement through analytics
Drive for Results: Self-motivated to exceed objectives as defined on time
Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles

Responsibilities

Provides support to customers via phone, email, chat, and online help channels
Provides answers to clients for basic, general questions about products and orders
Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations
Provides general how-to guidance and user information with company software products
Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required
Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs
Responds to customers in a timely and efficient manner within designated service level agreements
Assists in identifying areas of improvement for clients, and user training of supported software and programs
Assists in improving system performance by identifying problems and recommending changes
Requires good interpersonal and customer service skills
Must be able to work in a multi-task environment with limited supervision
Must be able to sit for extended periods of time
Must be able to work rotating shifts