Seasonal Tier 1 Customer Service Representative

About Roadpost:

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.

Roadpost has over 70 employees between our Toronto and Seattle offices, serving over 100,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions. We value innovation, teamwork, and an entrepreneurial ability to get things done.

We invite you to get to know more about us: www.roadpost.com, www.bluecosmo.com, and www.zoleo.com.

Summary:

As a Tier 1 Customer Service Representative, you will support customers with a variety of inquires via calls, tickets, and live chats. You will provide helpful information, answer questions, support Tier 1 level technical troubleshooting and set-up processes, create orders, and respond to complaints. You help ensure long term customer loyalist and satisfaction by positively representing company products and services, while working to exceed Service Level Agreements. This will be a six-month, seasonal contract.

This role reports to the Team Lead, Customer Care.

Key Responsibilities:

• Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone).

• Handle and resolve customer requests related to general inquiries, billing, order placement, account changes, and technical support.

• Maintain a working knowledge of company products and services, Opportunity to specialize in certain products and services will exist and is encouraged.

• Promote company products, features and benefits through consultative customer qualification.

• Meet monthly Call Center SLA’s, Productivity Targets, and Quality Standards.

• Stay updated on all operation systems, processes, and procedures, as well as company policies.

• Stay informed of all new products and services within the company and industry.

• Stay informed of competitors and related industries.

• Attend and participate in company events and meetings either in an in-office or virtual environment.

• Ensure a positive, accurate and professional customer experience.

• Maintain effective and harmonious working relationships with peers and other company staff.

Qualifications & Skills:

• Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.

• 2-3 years’ experience in a Customer Support related position.

• Post-secondary diploma or equivalent experience required.

• Strong communication skills (verbal and written). Conversational and personable.

• Strong active listening skills. Being able to listen to and understand customer concerns.

• Resourceful and self-reliant with strong analytical skills, problem-assessment, and problem-solving skills.

• Able to handle difficult customer situations and arrive at a positive resolution.

• Excellent time management and organizational skills. Able to work with minimal supervision. Adaptable to new workflow and changing environments.

• Enthusiastic and self-driven. A team player who looks to contribute to several areas within the day-to-day operations and exceed normal job expectations.

• Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.

• Fluency in other languages is considered an asset.

• Comfortable working in a hybrid capacity. Access to broadband internet is required.

Shifts will be 8 hours (with appropriate breaks) between 8am and 8pm PST. Shift times will be assigned upon hire and are subject to change. After hours, weekend, and holiday coverage will be required as business needs fluctuate.

Nice to Have:

• Experience with supporting technical products (software, hardware).

• Experience with Helpdesk software (specifically Zendesk)

What we offer:

• Competitive base salary

• Remote work