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

The agent is directly communicating with the fast growing number of end-users via phone, chat and email to resolve technical and billing queries on their Campaigner accounts. They will solve any problems they may have and make retention plays if the clients are indicating that they wish to cancel their service. Enthusiasm and Energy are critical attributes for the position. Prior experience in a call center or similar position is essential.

Shift/Schedule:

• Our hours of operation are Monday-Friday 4:00am-9:00pm EST.

(the earliest shift could be a 7am start and latest a 1pm start)

Job Type: Full Time

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

Salary: $17.95 /hr CAD

Schedule:
Full Time (37.5 hours per week)

Flexibility is needed

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 at J2)

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 Summary:
The successful candidate will play a key role in supporting Campaigner Clients with technical and billing concerns

This position will be responsible for dealing with internal and external customers and potential customers.

Job Duties:
Responsible for answering CSR first line technical & billing questions efficiently, accurately and in a professional manner.

Handle Strategic accounts (PSP). Corporate Level clientele.

Monitor and reply to Customer emails from the Salesforce Q’s

Excellent multitasking skills.

Ability to work in a fast paced, ever evolving environment.

Notify other departments of any known issues and outages and the resolutions when applicable.

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

Maintain client work schedule and service level requirements

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

Coordinate with other departments to resolve customer issues.

Other tasks as assigned by management.

Work collaboratively with the Client Success, Account Manager and Sales teams to resolve customer issues in a timely fashion.

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

Excellent communication skills in English (oral and written)

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.

Experience in utilizing Salesforce is an asset.

Macintosh experience a plus (but not required)

About Martech:
Martech is a global organization with offices in Canada, United States, United Kingdom, Ireland and Ukraine. Ziff Davis’ Martech brands arm small- and medium-sized businesses with digital tools that enable them to attract, convert and retain customers. We specialize in Email Marketing and deliver marketing value to over 550 million people a month.

Do you shop online? Are you subscribed to a monthly email newsletter from any of your favorite stores or companies that promotes new products, discounts or other services? That’s an example of what we provide – products and services that enables companies to create and send these emails and newsletters out to its customers.

We are growing rapidly and looking for exceptional new team members to add to our teams that will help take us to the next level.

MarTech believes that “Doing > Talking” and embraces the business and societal imperative to have a diverse and inclusive organization. We are taking actions today to build and sustain a global employee population that mirrors the diverse communities we serve around the world.

If you’re seeking a supportive, team-focused and dynamic work environment where you can see the direct impact of your performance and get rewarded for it, then apply today and come start your rewarding career with us!

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