Job Description

Job Responsibilities:

• List the primary duties and responsibilities required to perform this job in order of importance; typically 4 to 6 key responsibilities.
• Responsible for supporting a selected group of digital tools and solutions and managed the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base.
• Leads the demonstration of solutions and training for users on our internally grown digital technology, provides collateral and updated training documents and serves as an escalation point to troubleshoot non-common issues and user onboarding.
• Tracks open issues to ensure quick response and action from support teams.
• Identify customer needs and help customers use specific features.
• Monitor customer complaints on social media and reach out to provide assistance
• Update our internal databases with information about technical issues and useful discussions with customers.
• Assists with identifying potential process bottlenecks and works with the management team to resolve issues.
• Follow up with customers to ensure their technical issues are resolved.
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Maintain a positive attitude and calmly respond to customers’ complaints.

Skills:

• Bilingual (French, Spanish)
• High School Diploma
• Experience as a Help Desk/ Customer Care Specialist or similar Customer Support role.
• Familiarity with the eCommerce industry is a plus.
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Detailed oriented
• Self-starter
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork and leadership skills to help other technical support workers
• Ability to learn new technologies and implement them
• Personable and attentive
• Strong interpersonal skills
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Acts as project sub-task lead on small projects.
• Manage daily tasks

Education/Experience:

• Bachelor’s degree

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