IIBA Hiring for Customer Support Specialist (Remote Opportunity) at Ottawa, ON Full Time

International Institute of Business Analysis™ (IIBA®) is a not-for-profit professional association with over 29,000 members worldwide. IIBA supports the business analysis community and discipline through the development of standards of practice, certification programs, as well as on-line and face-to-face networking opportunities through our website, webinars, local Chapters and conferences. IIBA is the world’s leading association for business analysis, dedicated to advancing the profession and uniting a community of professionals to deliver better business outcomes

IIBA is a rapidly growing organization, and, as such, any candidate hired into this position should find opportunities for a rewarding career with opportunities for personal and professional growth. We have a great compensation and benefits package and employ self-directed go getters who thrive on innovation and best in breed practices. If you are passionate about supporting a growing profession, then this may be the place for you.

This role can be based anywhere in Canada, however, is expected to be able to work during standard core hours (i.e. 9am to 5pm EST) and one weekend day every 4 weeks.

All IIBA staff are based virtually and utilize modern technology tools to collaborate and work as a team. As a result, the organization offers unique lifestyle and work-life balance opportunities for highly professional and self-motivated staff members. As a minimum requirement, all employees must have a safe and distraction-free workspace and high speed internet.

IIBA is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. Applicants need to make their needs known in advance.

For more information on IIBA or to join our association please visit our website at: www.iiba.org.

*
Role Summary*

Supports business activities related to customer support. This position will focus on providing customer support to external and internal cross functional teams, providing a high level of support to our valuable membership base on a global scale both via e-mail and telephone. Along with providing a high level of customer service, there will be specific administrative duties and reporting using our Association Management System (AMS).

*
Responsibilities*

*
External Customer Support – 80%*

• Handle Live chat, emails using Zendesk and phone calls using Teams
• Use Fonteva to support customer requests and questions
• Provide email support 1 weekend a month
• Handle certification support
• Audits
• Application and Exam support assistance
• Recertification support
• Membership support

Operations – 10%

• Update Fonteva Data by using a myriad of Data health checks that affect multiple teams
• Work with Manager to onboard new processes
• Create process documents for Customer Support and Certification and update documents as needed
• Create and monitor Zendesk Guide articles, review options to improve Zendesk support

*

Internal Support -10%

• Acts as liaison between other teams and customers to resolve issues and improve user experience
• Provide UAT testing for enhancements, changes and bug fixes for Customer Experience, Certification, Membership

Minimun Qualifications

• 3 to 5 years’ experience providing customer and operations support, experience in a membership driven organization would be considered an asset
• Excellent verbal and written skills
• Proven ability to exercise initiative, good judgment and problem-solving skills
• Good working knowledge of Salesforce or other CRM systems
• Working knowledge of Jira and Zendesk ticketing systems would be considered an asset
• Good working knowledge of Microsoft products
• Excellent organizational skills with a strong ability to set priorities and multi-task
• Excellent team player with the ability to learn new skills and provide support to other roles as required
• Ability to work in a team environment as well as on your own
• Prior experience working in a virtual environment would be considered an asset

Job Type: Full-time