Customer Support Specialist
Integral Group Inc., Canada
Job Description
Do you enjoy working with business applications? Are you able to translate technical terminology to everyday language for people to better understand? Do your friends describe you as someone who is helpful in solving problems, with strong attention to detail? Are you happy working independently within an organization dedicated to providing outstanding customer experiences? If so, you might be the rockstar we are looking for!
Integral Group has been in business for 35 years helping clients with the Electronic Data Interchange (EDI) compliance requirements of their trading partners. Most of our clients are manufacturers or distributors who sell their products to the large retail chains or drop ship product to their consumers. Our web-based solutions help our clients to receive electronic purchase orders from their customers and return the required shipment, invoice and inventory documents. We help them integrate their data to their back-end systems and connect them to their customers and partners to get their orders fulfilled.
We are looking a great Customer Support Specialist to join our Help Desk team, for the 9:00 a.m. to 5:00 p.m. ET shift, Monday to Friday. The purpose of this role is to provide first level support for all of our clients, and to ensure that our clients are satisfied and delighted with our software and service.
Requirements
As a Customer Support Specialist, you will be responsible for providing telephone and email support, and to deliver timely and effective resolution of end-user issues as they relate to our web-based EDI solutions and associated integrations.
Customer support will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating solutions in user-friendly language, and conducting end-user training where necessary. In depth research is often be required, tracking data and files on various internal servers using various tools that we have. In addition, when time permits, you will also work on new client implementations, helping connect our clients to new retail trading partners, conducting document testing and data validation.
We are looking for someone with these skills:
- Quick learner who will get to know our solutions and processes quickly and thoroughly
- Comfortable working with computers and software at an advanced user level
- Clear and effective verbal and written communication skills
- Strong organizational skills
- Customer service mindset
- Team player with strong interpersonal skills - we work as a collaborative team and help each other resolve client issues.
You must reside in and be eligible to work in Canada. We are embracing a hybrid model where our staff work from the office and from home. For this position, we will require you to work from our office in Aurora, Ontario, three days per week and work from home the other two days.
Benefits
- Participation in the company's health benefit plan
- Flexibility to work from home and from the office
- Free monthly pizza lunch!