Responsibilities:

• Provide timely and world class customer support to users via multiple channels.
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required.
• Take ownership and follow up on open cases which are unresolved.
• Build strong client relationships by following up with customers in a timely manner.
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions.
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
• Support the department’s goals, objectives, and deliverables. 
• Work shifts between 8am and 8pm as required.

Core Competencies:

• Ability to handle clients professionally and with a high level of confidence during all interactions
• The person in this role must be able to engaged the customer both over the phone as well as through written communication, and use their analytical skills to both understand and resolve customers’ needs.
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders. 

Required Experience:

• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset.