Support Specialist
Q
QuandriInsurance technology
Canada Remote; Vancouver Hybrid, Remote, Standard working hours may fall between 9am–6pm PDT.Full-TimeMiddle
SalaryThe range for base pay is $60k - $80k CAD
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Job Details
- Experience
- 3+ years direct experience working in customer support
- Required Skills
- Artificial IntelligenceWritten communicationVerbal communicationCross-functional collaborationCustomer support
Requirements
- Have 3+ years of direct experience working in customer support.
- Have a strong understanding of AI and automation technologies.
- Have experience working with a technically complex product.
- Be technically curious and willing to learn product functions and new technologies.
- Be skilled at investigating, troubleshooting, and resolving support inquiries, with a focus on improving first-level resolution.
- Be able to coordinate customer escalations and incident management.
- Work effectively across departments to resolve customer-reported issues.
- Communicate solutions clearly while demonstrating empathy and patience.
- Be detail-oriented and organized, with strong time-management skills.
- Have excellent written and verbal communication skills.
- Be adaptable and comfortable in a fast-paced environment.
Responsibilities
- Respond promptly and professionally to customer inquiries.
- Manage tickets by establishing timelines, providing updates, and ensuring closure.
- Investigate, troubleshoot, and diagnose technical issues, and explain solutions to customers.
- Monitor customer bots and proactively escalate challenges.
- Coordinate customer escalations and support incident management.
- Relay customer feedback to internal stakeholders and contribute suggestions for product enhancements and bug fixes.
- Take ownership of projects that improve support, customer service, and cross-functional collaboration.
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