Support Specialist in Toronto, Ontario for sale

Are you looking to join an exciting high-tech company that is focused on delivering exceptional products for a global customer base? How would you feel about joining a company whose core culture embraces change, rewards creativity, and promotes dialogue with employees? If you are looking to join a company that values its employees and promotes an amazing culture, you’ll be happy to know we are growing and expanding at an enormous pace.
The Customer Support Expert role combines aspects of customer service, technical support, and product management. Reporting to the Team Lead, Customer Support (Level 1), the Customer Support Expert will work directly with our b2b customers and collaborate with a variety of internal departments. Successful candidates are detail-oriented problem-solvers with great communication skills and the ability to manage multiple input streams and competing priorities. Responsibilities:• Answering inbound calls and emails, providing technical assistance and working with customers and colleagues to ensure timely resolution of support tickets• Assisting in troubleshooting and administration activities in order to resolve issues and advise on next steps and procedures• Service requests involving advanced, undocumented and/or uncommon product features, configuration or usage• Provide instruction, assistance and insight, internally and to customers, for configuration changes, account maintenance and administrative tasks, as informed by an understanding of the customer's business needs and processes and advanced knowledge of the Nexonia platform• Manage newly on-boarded accounts to ensure success in client adoption.• Documenting all call information according to standard operating procedures.• Contributing to internal and customer-facing documentation of product features and issues• Receiving and Escalating any product feature requests from customers to the Product Management team Requirements:• Undergraduate degree or diploma and/or with a minimum of 2 years of related experience• Excellent written and verbal communication skills• Enthusiasm to learn and grow outside of your comfort zone• The ability to listen to client needs and find timely solutions• Successful track record of exceeding expectations and enhancing the customer experience• Strong technical acumen with the ability to pick up new software skills with ease• Demonstrated ability to achieve team goals• Flexibility to work rotating shifts that take into account various time zones between 8:00 am ET to 9:00 pm ET• Excellent interpersonal skills, with the ability to work with all levels of the organization and gain credibility and trust• Demonstrated excellence in working closely with teams, providing service excellence for customer interactions and retention• Excellent problem solving skills with the ability to think outside the box• Knowledge of various ERP systems is an asset• Experience working with Zendesk is an asset About Nexonia:Nexonia’s foundation is built upon an amazing team of developers based in our Montreal office, and an equally zealous group of Nexonians based in our Toronto office. Together, the company represents more than just a name. We’re looking for amazing people to join our growing company, and we’re looking for smart, nice and great-at-what-you-do people. We can’t continue to make the magic happen if you don’t have the same passion and drive that represents our culture and organization. We believe that our employees are our greatest asset and by allowing the talented team at Nexonia to engage and thrive to their best potential, our success continues to grow as we build careers through hard work, employee engagement and of course, plenty of fun!
What’s in it for me?100% employer-paid health and dental benefits that begin upon your first day of work (no waiting period)Posh mid-town Toronto location with a sleek new office right at Yonge and St. Clair (above the St. Clair subway station)NexFridays – aka free beer social every Friday to kick off the weekend.Monthly employee recognition events.
Company-paid coffee, tea and beverages in the kitchen with a big screen TV to chill out and catch up with the rest of the world.Shops and restaurants conveniently located downstairs from the office (that means you don’t get cold in the winter or wet when it’s raining)
Last but not least, the opportunity to work with really cool and collaborative people who truly want to build the #1 company in the world.

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Category:  JOBS & EMPLOYMENT  |  Address:  Toronto Ontario

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