iComply Hiring for Remote-Based Customer Support Specialist at Winnipeg, MB Full Time

As a quickly growing tech company, iComply is looking to hire a remote-based Customer Support Specialist to assist our clients with technical problems when using our software products and services. The responsibilities of the Customer Support Specialist role include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

At iComply, you will be challenged to grow your professional skills in an inclusive, high-capacity team environment. This remote-based role will be very hands-on, with ample opportunity for growth as required by the business. Our company offers a comprehensive health benefits plan, vacation policy, and competitive compensation.

iComply Investor Services is a global compliance software provider that helps companies reduce their AML spend, processing time, and data privacy risk. We offer the world’s first end-to-end platform for data privacy, KYC, AML, and biometric identity and access management for government, financial services, banking, legal, accounting, eCommerce, insurance, and professional services.

What You’ll Be Doing:
Work directly with clients to ensure successful onboarding onto the iComply platform

Utilize an issue tracking and management system to handle client issues

Create and implement escalation procedures for tiered support

Hire and manage global support organization as required by business growth

Create and implement support policies

Act as liaison between support organization and product/technology

Function as an ultimate escalation point for client issues

Create and manage customer support SLAs

Manage customer-facing resources, such as FAQs and support guides

Maintain solid customer relationships by handling questions and concerns with speed and professionalism

Resolve customer complaints, manage database records, draft status reports on customer service issues

Data entry and research as required to troubleshoot customer problems

Analyze and report product malfunctions by testing different scenarios

Gather customer feedback and share with our Product, Sales, and Marketing teams

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

What You’re Expected to Have:
3+ years experience in management or client support

Experience running global, distributed teams

Experience using JIRA ESD (Electronic Service Desk)

Must have experience with Salesforce Case Management

Must have very strong communication and conflict management skills

Must have experience working in B2B business

Ability to understand and represent both the business value and technical requirements

Thrives in a highly collaborative, fast-paced environment

Passionate commitment to delivering products and support in a timely manner

Self-motivated, organized, and professional

Compensation:
Commensurate with experience