Bright Technical Support Specialist
Company: BrightHR Limited
Department: Service
Location: Toronto, ON. Please note: This is an on-site position.
Salary: $50,000
The Role of Bright Technical Support Specialist
Provide inbound and outbound telephone and email support to BrightHR users. Responsible for diagnosing technical issues, providing the necessary support to fix the problem, and providing user instructions by email, phone or virtually. Ensure that excellent customer service is provided at all times. Achieve and exceed daily Key Performance Indicators and Service Level Adherence.
Day-to-Day Duties and Responsibilities
- Provide excellent customer service to our new and existing BrightHR clients
- Contribute to team targets, paying particular attention to customer experience and feedback
- Conduct non-utilisation calls to inactive BrightHR users, encouraging implementation into their business
- Provide one-to-one training as and when required based on clients’ needs
- Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs
- Gather information from clients using intelligent questioning and investigating any complex technical issues
- Take ownership of any technical queries and keep regular contact with clients to ensure any fixes are communicated
- Keep an accurate record of discussions, logging all queries against the correct account
- Complete trend reporting for common support issues
- Laisse with UK team to resolve complex technical issues that need to be escalated to 2ndline support
- Ensure resolutions are offered in a timely manner and client is satisfied
- Monitor case/task queue for incoming support cases or call backs – delegate tasks to team members when applicable
- Handle service issues/complaints relating to technical issues or feature requests
Education/Experience
- Customer service experience is mandatory
- Ability to handle objections and make recommendations based on client needs
- Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
- The ability to work in a fast-paced environment
- Able to adapt to change
- Can take responsibility of own product knowledge
- Experience with Salesforce is an asset
What you Bring to the Team
- Ability to build and maintain strong client relationships
- Able to communicate at different levels throughout the business
- Confident in presenting to larger audiences (group training/ webinars)
- Outgoing personality, with strong organisational skills and a tenacious nature
Why Work for BrightHR?
- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- We offer a Registered Retirement Savings Plan (RRSP) Matching Program
- Downtown Location
- Vacation Days increase after 2 and 5 years’ service
BrightHR is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.
Peninsula Canada Toronto, Ontario, CAN Office
123 Front St W, Toronto, Ontario, Canada, M5J 2M2
