Digital Support Specialist

National Credit Recovery Inc•Mississauga, ON

1d•CA$20 - CA$23•Hybrid

About The Position

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for flawless AR, Omni-Channel CX, Digital Transformation, and Smart Software solutions. Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges. We are looking for customer-focused and adaptable Digital Support Specialists to provide exceptional support across voice, chat, and email channels. While this is a multi-channel role, the primary responsibility will be handling inbound customer calls (voice support). Chat and email support will be assigned as needed based on business requirements and volume. The ideal candidate has strong communication skills, enjoys helping customers, can multitask effectively, and delivers a positive customer experience across all support channels.

Requirements

Excellent verbal and written English communication skills.
Strong customer service and problem-solving abilities.
Ability to multitask and adapt between voice, chat, and email support.
Ability to work efficiently under pressure while maintaining accuracy and professionalism.
Strong analytical skills with the ability to understand customer needs and recommend appropriate solutions.
Comfortable working in a fast-paced, performance-driven environment.

Nice To Haves

At least 1 year of live chat customer support experience (preferred).
At least 1 year of customer service email support experience (preferred).
Experience working in a high-volume contact center environment.
Experience using CRM systems is an advantage.
Experience with Salesforce is a plus.
Experience with Amazon Connect (AWS) is an advantage.
Ability to type quickly and accurately without relying heavily on AI or translation applications.

Responsibilities

Provide outstanding customer support primarily through voice (inbound calls) while maintaining professionalism, empathy, and accuracy.
Respond to customer inquiries via live chat and email as a secondary or backup support channel when required.
Analyze customer concerns and provide timely, accurate, and effective resolutions.
Manage customer interactions efficiently while meeting quality and productivity standards.
Handle high volumes of customer contacts across multiple channels based on business needs.
Accurately document customer interactions in the CRM system.
Escalate complex issues when necessary while ensuring appropriate follow-up.
Maintain excellent time management and organizational skills in a fast-paced environment.
Deliver a positive customer experience by demonstrating empathy, active listening, and problem-solving skills.