Technical Customer Service Agent
O
OPENLANEUsed vehicle marketplace
This is a Remote position in Canada., Business hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST.Full-TimeMiddle
Salary20 - 25 CAD per hour
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Job Details
- Experience
- 3+ Years of customer service or technical support experience.
- Required Skills
- SalesforceCustomer serviceSaaSSlackTechnical support
Requirements
- Have 3+ years of customer service or technical support experience.
- Hold a bachelor’s degree in business or a related field, or have related experience in lieu of a degree.
- Be proficient in handling customer inquiries, resolving issues, and managing customer expectations.
- Have strong organizational and time management skills.
- Be able to troubleshoot technical applications while using multiple applications at once.
- Have experience with Salesforce or another CRM and a contact center telephony system.
- Have technical troubleshooting experience in a SaaS environment.
- Work a 40-hour week in scheduled 8.5-hour shifts, including a 30-minute unpaid lunch break.
Responsibilities
- Handle inbound customer inquiries and provide timely, accurate responses.
- Initiate outbound calls to address customer concerns.
- Support customers through chat, written cases, and phone calls.
- Troubleshoot site navigation, login, permissions, and functionality issues across multiple platforms.
- Use GDC Salesforce and a contact center telephony system to track customer interactions and manage cases.
- Handle approximately 60–100 interactions per day, including calls, chats, cases, and Slack channel requests.
- Collaborate with cross-functional teams to expedite issue resolution.
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