Cloud Services Hiring for Customer Service Specialist – Voice at Ottawa, ON Full Time

The Customer Service Specialist Voice reports to the Customer Service Voice Manager and is a key member of the support team.

The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and chats and help them setup, solve any problems they may have and make a cross promote our additional services. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

Shift/Schedule:

• Hour of Support Operation Monday-Sunday 7am-9pm EST
• Could also include one weekend day : (i.e.= Tues- Sat or Sun-Thurs)

Job Type: Full Time 37.5hrs/week

Location: Ottawa, Ontario *This will be a remote working position/work from home until further notice due to Covid 19*

Salary: $20.00 /hr CAD

Schedule:
Full Time (37.5 hours per week)

Evenings, Weekdays and weekends availability required

COVID-19 precaution(s):
Remote video interview process

Remote work from home until further notice (no exact date in place)

Language:
English required (Spanish or French speaking skills are considered an asset)

What we have to offer:
Benefits (Medical, Dental, Wellness program, Employee Stock Program, RRSP, and much more).

Paid Vacation

Incentives

Opportunities for career growth and development

Full Training Provided

NOTE: A pre-employment background check is required

Job Duties:
Responsible for answering customers’ technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills.

Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud

Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.

Maintain client work schedule and service level requirements.

Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.

Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.

Report accurately on calls/email inbound and outbound, record calls and call details on company systems

Responding to chat and email as required

Fulfill special project request, and support porting or HP as required

Maintain reseller relationships and provisioning of new accounts as required

Job Requirements:
Minimum 1 year experience in Technical Support / Inbound Call Center (previous .com experience preferred)

Excellent communication skills (oral and written)

Flexibility regarding shifts /availability

Superior technical and problem solving skills

PC proficiency; Knowledge of MS Word, Excel and Outlook

Experience resolving basic user related technical problems with directions given over the telephone

Ability to work both independently and as part of a team is a must

Cross functional skills in supporting customers via chat and email

At Ziff Davis we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work. Ziff Davis offers competitive salaries, health benefits, a 401k (US based employees) and ESPP, employee-focused engagement and education programs, and company-sponsored events.

If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then this is the place for you.

Ziff Davis, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.

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