Remote Customer Support Specialist

Job Description

Job Title: Remote Customer Support Specialist- Tier 1

Must speak and write English fluently

Location: Works remotely

Job Summary:

Do you want to join a dynamic Customer Service team that promotes service excellence, strong teamwork, and a unique and fun work environment? We’re looking for enthusiastic and energetic individuals who thrive in a fast-paced call center environment.

Responsibilities:

• Professionally represent the client by answering inbound calls from the public in a timely manner
• Provide support in a professional and courteous manner
• Actively listen to callers and assist them appropriately
• Escalate issues according to required escalation processes
• Operate with the highest standards of professionalism, confidentiality, privacy, ethics, and discretion
• Resolve conflict with professionalism and empathy
• Self-directed and motivated
• Self-aware and open to performance feedback
• Contribute to a safe, supportive, clean, and inclusive environment
• Provide feedback to team leader to help improve customer service if required
• Follow mandatory Standard Operating Procedures (SOP’s), corporate policies and all legislative and regulatory requirements
• Maintain and achieve daily goals set out by Customer Service Team Leader
• Flexible work schedule

Education and Experience:

• High School diploma
• Minimum 1 year of previous customer service experience/call centre required
• English
• Teir-1 support experience would be an asset

Technical Requirements

Working from your remote location you will have:

A system that has at least 4GB of ram, a dual CPU, at least 10GB of hard drive space available.

An operating system that has Windows 10 or 11

Internet speed must be minimum 20 MB download and 10 MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet or wireless DSL connection (hotspot connection)

USB Headset or landline/ cell phone (voice message and call waiting free)

Computer must have a working virus protection software, if not, one must be installed. It must be up to date and be running regular scans

Non-Technical Requirements:

• Superior Customer Service skills
• Ability to follow established processes
• Ability to work under pressure in a fast-paced environment
• Strong organizational and planning skills
• Must be a self-starter
• Strong reading and interpretation skills
• Must be analytical - be able to analyze various options and take appropriate action
• Strong attention to detail
• Must be honest and energetic
• Must be able to work within a team as well as independently
• Must have a quiet place to work with no distractions
• Complete background check as part of the onboarding process.

Job Type: Full-time

Work Location: Remote

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