Maplewave Hiring for Client Services Support Representative at Dartmouth, NS Full Time

Maplewave

Reference #: CST600

Hi, we’re Maplewave!

We’re a passionate, diverse team that brings innovative retail solutions to our telecom clients all over the world. What makes us different? We always strive to do what’s right – for our employees, clients, and partners. And we have a lot of fun too. So, whether you’re looking for exciting projects, a fun team environment, or a supportive employer that invests in your future, Maplewave has the dynamic career you’ve been waiting for.

The Opportunity

Maplewave is looking for an enthusiastic, self-motivated, customer-centric individual to be a working member of our Client Services Support Team.

The successful candidate will have experience in one or more of the following environments: customer technical support, telecommunications or retail operations, and will possess very strong problem-solving and communication skills. The right individual for this role thrives in a fast paced, team-oriented environment, and can juggle multiple tasks at one time. This role is best suited for a self-starter who is comfortable working with internal and external customers– someone who regularly goes above and beyond to provide the best possible service and relevant solutions for our customers.

This is a remote position based in Nova Scotia.

Duties and Responsibilities

• Resolve incoming tier 1 and 2 requests, questions, and complex/technical issues regarding our software products.
• Respond to support requests via email, chat, and phone.
• Provide timely responses and resolutions to drive customer satisfaction, adoption, and loyalty.
• Develop positive customer relationships through professional communication skills.
• Communicate technical language and troubleshooting steps to both tech-savvy and non-tech-savvy audiences.
• Work proactively to understand customers’ issues, trends, and offer solutions to prevent future issues.
• Gather and share feedback with other internal departments for further action or software development.
• Process pricing and plan changes for clients, and analyze and audit these as necessary.
• Provide timely after-hours support on a rotational basis (once trained).

Requirements

• 1-2 years customer service experience is considered an asset – preferably in customer technical support, telecommunications or retail operations.
• Proficiency in Windows and the MS Office Suite of products, including Excel.
• Preference given to candidates with:

o A college diploma in Information Technology, or experience with the Linux Operating System and ability to frame basic MySQL queries.

o Experience with a support ticket systems.

o Familiarity with JIRA, Slack, or similar collaboration tools.

• Excellent troubleshooting, documentation, and communication skills – both oral and written.
• Superb verbal and written communication skills. This includes professional phone, chat and email etiquette, as well as an ability to act in a responsive and sensitive manner to all customer inquiries.
• Excellent planning and organizational skills.
• Capable of working under pressure to meet deadlines.
• Flexibility to support on call rotation shifts.

Our Benefits

• Group benefits plan from day one.
• Generous health spending account.
• Paid time off.
• 35-hr work week.
• RRSP Matching.
• Maternity leave top up.
• Half-day Fridays in August.
• On-going training & development platform.
• Social clubs to connect people who share the same hobbies and interests…. Burger Club anyone?

About Maplewave

Maplewave values diversity and inclusiveness and encourages applications from all qualified candidates including Indigenous persons, racially visible persons, persons with disabilities, and women. Applicants from these communities wishing to self-identify may do so in their cover letter.

To express interest in this opportunity, please email your resume to humanresources@maplewave.com and quote Reference #CST600