Log In
Sign Up
Customer Services & Support
Quadient Hiring for Customer Service Specialist at Vancouver, BC Full Time
Beanworks by Quadient (“Beanworks”) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We were recently acquired by Quadient, a global company who help simplify the connection between people and what matters. As we scale, our powerful and growing Bean Team needs you!
We are looking for a Customer Service Specialist to join this exciting team as we continue to grow and deliver quality and innovative products to our customers! One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.
As the front line of our support team, you maintain a first response time within SLA, answer all phone enquiries and assist our Customer Success Managers and our customers with basic troubleshooting and system updates. You create documentation and make the most of our support software.
What You’ll Do:
Be the first point of response for many of our inbound messages and all of our phone enquiries
Monitor the different channels and suggest solutions supported by help centre articles
Have impromptu screenshare interactions to reproduce and troubleshoot basic issues
Filter and judge which requests need to be escalated, and ensure that those highly technical issues are escalated to other relevant departments for support
Communicate strongly and transfer information in a precise and concise manner
Use our internal tool to do basic system configuration and data changes
Assist in the fact processing of back-end changes
Create canned answers, support articles, tutorial videos, and walk throughs for the customer
Tag incoming requests, and track the type of issues and enquiries you are getting
Who You Are:
You are tech savvy, and can quickly adopt to new software
You have at least 1 year working for a customer support in a technical environment
Use support software and phone queue system
Excellent communication skills
Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
Critical thinking; ability to troubleshoot and resolve complex situations
Able to translate technical info into customer facing content
Ability to adapt, adjust to changing priorities and cope effectively with change
Customer Service Specialist
Beanworks by Quadient (“Beanworks”) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We were recently acquired by Quadient, a global company who help simplify the connection between people and what matters. As we scale, our powerful and growing Bean Team needs you!
We are looking for a Customer Service Specialist to join this exciting team as we continue to grow and deliver quality and innovative products to our customers! One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.
As the front line of our support team, you maintain a first response time within SLA, answer all phone enquiries and assist our Customer Success Managers and our customers with basic troubleshooting and system updates. You create documentation and make the most of our support software.
What You’ll Do:
Be the first point of response for many of our inbound messages and all of our phone enquiries
Monitor the different channels and suggest solutions supported by help centre articles
Have impromptu screenshare interactions to reproduce and troubleshoot basic issues
Filter and judge which requests need to be escalated, and ensure that those highly technical issues are escalated to other relevant departments for support
Communicate strongly and transfer information in a precise and concise manner
Use our internal tool to do basic system configuration and data changes
Assist in the fact processing of back-end changes
Create canned answers, support articles, tutorial videos, and walk throughs for the customer
Tag incoming requests, and track the type of issues and enquiries you are getting
Who You Are:
You are tech savvy, and can quickly adopt to new software
You have at least 1 year working for a customer support in a technical environment
Use support software and phone queue system
Excellent communication skills
Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
Critical thinking; ability to troubleshoot and resolve complex situations
Able to translate technical info into customer facing content
Ability to adapt, adjust to changing priorities and cope effectively with change