BPO - Customer Experience Specialist (Hybrid Setup)

Drivewyze is more than just a tech company we are a connected truck solutions leader that is revolutionizing safety and sustainability in commercial vehicle transportation. We are committed to bettering the experience of drivers, fleets, and public agencies towards a vision of zero crashes, zero fatalities and a sustainable transportation system.

We are on a mission to revolutionize highway safety and efficiency and we are looking for great talent to be part of our success story!

About You:

You are a positive-minded individual, who finds joy in creating excellent customer experiences. You are hungry to learn and develop technical skills and looking to join a collaborative culture in which to grow your career!

About the Role:

As a Customer Experience Specialist at Drivewyze Inc., you will be responsible for providing outstanding and exemplary end-user support for our rapidly expanding organization. Your daily activities will include receiving, prioritizing, documenting, and actively addressing end-user help requests and feedback. In all things, your mission will be to provide an excellent customer experience for our users.

Location: Edmonton - Flexible Hybrid/ Remote

Report to: Director, Customer & Partner Success

Job Accountabilities:

• Respond to inbound calls.

• Assist customers in downloading and installing mobile applications.

• Assist customers with account and payment-related concerns.

• Gather customer information, access and fulfill customer needs, and educate the customer to ensure understanding and prevent the need for future contact.

• Diagnose and resolve problems using documented procedures and checklists.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.

• Report and document interactions through contact tracking.

What you bring:

• Minimum of one year of previous customer service experience, preferably in a technical support role or similar high-volume service center.

• Certificate or degree in Information Technology, Computing Science, Business or related field an asset.

• Proficiency with Android and iOS devices (phones and tablets) and Microsoft Outlook, Excel, and Internet browsers.

• Demonstrated commitment to customer excellence and ability to effectively manage and resolve customer complaints and issues.

• Exceptional listening and communication skills.

• Ability to communicate clearly and professionally, both verbally and in writing.

• Positive attitude, team player, and strong attention to detail.

• Knowledge of technical support issues related to Internet connectivity and troubleshooting experience.

• Willingness to work a flexible schedule and overtime when needed.

• Preference will be given to candidates fluent in both English and Spanish.

Not sure if you qualify? Consider applying anyways!

We know great talent may come from a variety of workplace experiences and backgrounds. A better future depends on new and diverse voices at the table. We'd love to hear from you!