Mitacs Hiring for Customer Service Specialist at Vancouver, BC Full Time

Mitacs is looking for a fully bilingual Customer Service Specialist to provide programming support to our various clients (business decision-makers, professors, and students). Responsible for front-line help support, you will triage requests, respond to inbound requests, and resolve support tickets. The ideal candidate must be able to communicate in a professional manner (both verbally and written), possess a customer-oriented focus, and have strong problem-solving skills. This position will be a remote work-from-home position during COVID-19 and reports to the Director, Marketing.

Responsibilities:
Act as the first point of contact in our support request life-cycle, receiving and triaging tickets from our program participants, our clients, and our customer leads

Provide exceptional customer service by fostering a welcoming, positive, attentive, and proactive relationship with the business users

Engage directly with our clients by email, phone, ticketing system, or Live Chat to understand their needs and provide timely responses to their questions

Liaise with various teams to collect information critical to building a robust customer support database of resources that will enhance the customer support experience

Develop and manage a knowledge-based system that will allow us to quickly address frequently asked questions or objections

Source, learn, and test automation tools that can be used with our CRM to generate automated messages

Direct the flow of internal requests to the appropriate team

Escalate high priority requests to supporting teams for resolution and direct critical information to leadership as necessary

Flexibility to work outside of normal business hours or adjusted business hours to accommodate business needs

Work-from-home abilities during COVID-19 — a quiet space and access to high-speed Internet

Required experience and skills:
3 to 5 years’ proven experience in a customer support or help desk support position and knowledge of customer service best practices

University degree (general studies)

Highly professional communication, presentation, and negotiation skills, in both French and English

Experience in a B-to-B and/or educational environment with the ability to develop a good understanding of clients, market dynamics, and requirements

Technological savvy and curious, with an interest in learning and testing new software and applications

Strong analytical and problem-solving skills, self-motivated, and able to work independently

Strong business understanding with the ability to judge when complex issues and problems should be escalated

Proficiency in managing the customer service process using CRM systems, preferably Microsoft Dynamics CRM

Experience working collaboratively in a combined sales & marketing team is an asset

Highly developed interpersonal skills with a passion for customer service and helping others

High proficiency with the Microsoft Office suite of products (Word, Excel, PowerPoint, Outlook)

Mitacs fosters a culture where creativity, innovation, diversity, and inclusion are valued, encouraged, and fostered. We offer a comprehensive benefits package and a team-based work environment, and we are proud to be an Equal Employment Opportunity employer.