Position Purpose Statement

To provide excellent support to the business partners and workers regarding system issues, questions, technical and general concerns. Responsible for maintaining a high level of professionalism with clients and workers working to establish a positive rapport with every chat and email.

Key Selection Criteria

We require someone to support our growing customer support and Helpdesk team. Key tasks will include responding to emails and online chat support within our Customer Service software. This involves following the processes, procedures, productivity, quality, and timeframe benchmarks, updating online worker profiles (within our software system) if necessary, and general business administration support. Key selection criteria and required experience includes:

• Fluency in spoken & written English & Latin American Spanish
• Customer service, administration, and technical support for customers, via email and live chat
• Attention to detail and a methodical, systematic approach to your work (essential)
• Resourceful and excellent problem-solving skills
• Proven customer support experience or experience as a helpdesk specialist or customer service representative
• Ability to multitask, prioritize and manage time effectively
• Act as a team player and always remaining professional and courteous with customers
• Excellent computing skills (including Excel, Word)
• Excellent database administration skills
• Experience with a variety of customized software applications
• Clear and accurate communication (must have reliable, quality internet connection when required to work from home in the instance of COVID-related lockdowns)
• Understanding of Construction, Manufacturing, Oil & Gas, Heavy Industry preferred
• Ensure confidentiality and privacy is respected and always maintained with respect to the company, clients, staff, products, and services