Customer Service Representative

MyWiFi Networks - Toronto, ON (28 days ago)

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MyWiFi Networks is looking for a Customer Service Representative to assist our customers with using our WiFi marketing platform. Your responsibilities will include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with SaaS platforms and help desk chat software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat;
  • Build trust with customers through open and interactive communication;
  • Identify and assess customers’ needs to achieve satisfaction;
  • Educating customers by walking them through how to use platform features and functionalities;
  • Follow up with customers to ensure their technical issues are resolved;
  • Gather customer feedback and share with our Product, Sales and Marketing teams;
  • Meet personal/customer service team sales targets and call handling quotas;
  • Handle customer complaints, provide appropriate solutions and alternatives;
  • Track, route and redirect unresolvable problems to the correct internal resources;
  • Follow communication procedures, guidelines and policies;
  • Take the extra mile to engage customers.

Requirements

  • Over 2 years of SaaS support experience with a commitment to total customer satisfaction;
  • You are patient, empathetic, and passionately communicative;
  • Outstanding interpersonal skills and professionalism;
  • Excellent communication skills in English (written and oral);
  • Strong phone contact handling skills and active listening;
  • Customer orientation and ability to adapt/respond to varying customer personalities;
  • Ability to multi-task, prioritize, and manage time effectively;
  • Up to date knowledge of Internet technologies and trends;
  • Familiarity with CRM systems and practices;
  • Experience working with Intercom or other online support ticketing systems;
  • Experience troubleshooting WiFi and router connectivity issues;
  • Basic knowledge of HTML, CSS (PHP and other languages an asset);
  • Experience working with Intercom or other online support ticketing systems;
  • Basic understanding of WiFi Networking and WiFi hardware;
  • Experience working with remote screencasting to troubleshoot network-related issues;
  • Strong computer troubleshooting and technical skills;
  • Strong knowledge of Internet-related technologies;
  • BSc in Information Technology or relevant diploma.

Job Type: Full-time

Salary: $32,000.00 /year

Experience:

  • sales: 1 year (Preferred)
  • customer service: 2 years (Required)