Customer Support Representative
(Ref #D2LCSR)
General Description:
Desire2Learn's Customer Support team is a first-rate organization supporting our clients at leading organizations around the world. As a Customer Support Representative, you will play an integral part in client satisfaction and improving the learning experience for millions of users.
Customer Support Representatives are the first line of support for clients who need help with the Desire2Learn Learning Suite. The ideal candidate possesses exceptional communication and customer service skills and takes pride in providing outstanding support to clients.
Division/Department: Customer Support
Type of Position: Full-time
Location: Kitchener, Ontario
Main Duties:
- Provide first line of support to clients
- Troubleshoot software user issues and escalate to the appropriate team
- Accurately track details surrounding the investigation and/or resolution of an issue
- Accurately track time spent on an incident
- Develop strategies to increase client satisfaction and ensured an optimal level of servicing
- Develop support documents, FAQ's and Knowledge Base Articles
Work Experience and Qualifications:
- 2+ years' experience supporting web based applications in a customer service or helpdesk environment
- Excellent communication skills and service oriented phone manner
- Ability to work in a fast paced environment
- Bilingual (Spanish/English) an asset
- Must be willing to work various shifts, including some nights and weekends
Education Recommendations:
- Diploma or Bachelor's degree in a Business or Technical field
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.
