Customer Support Specialist; Canada)

CUSTOMER SUPPORT SPECIALIST Gordian is the leading provider of Building Intelligence Solutions, delivering unrivaled insights, robust technology and comprehensive expertise that fuel customers’ success during every phase of the building lifecycle. Gordian created Job Order Contracting (JOC) and the industry standard RSMeans Data. We empower organizations to optimize capital investments, improve project performance and minimize long-term operating expenses.

The right candidate is results-driven, organized, and self-motivated with a strong desire to help clients have the best experience when contacting us for support.

Job Purpose Supports all internal and external users on Gordian’s in-house systems by providing clear answers to product and billing questions, asking the correct troubleshooting questions to quickly identify solutions for presented problems, or assisting directing users to the correct resource to address client’s needs. The target is the direct link between Gordian and its existing and potential customers; therefore, it is expected they will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Job Responsibilities:

Provides support to customers via phone, email, chat, and online help channels

Provides answers to clients for basic, general questions about products and orders

Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations

Provides general how-to guidance and user information with company software products

Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required

Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs

Responds to customers in a timely and efficient manner within designated service level agreements

Assists in identifying areas of improvement for clients, and user training of supported software and programs

Assists in improving system performance by identifying problems and recommending changes

Requires good interpersonal and customer service skills

Must be able to work in a multi-task environment with limited supervision

Must be able to sit for extended periods of time

Must be able to work rotating shifts

Qualifications:

Previous call center/customer support center experience preferred

Requires good written and oral communication skills

Problem Solving and Conflict Resolution Ability to multi-task, prioritize, and manage time effectively

Proficient in Microsoft Office products, including Word, Excel and Share Point Ability  to learn and provide support to software at a rapid pace

Experience with Salesforce and other software applicable to day-to-day tasks.

Enabling Competencies
• Customer Obsessed:
Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions
• Relationship Management:
Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives
• Critical Thinking:
Understand problems and ask the right questions to distill / simplify complex scenarios
• Innovation:
Generate effective new approaches & solutions to enhance the customers’ experience and solve practical problems
• Adaptability:
Ability to effectively prioritize and proactively respond to customer needs
• Process Improvement:
Experience collecting, analyzing, and summarizing data for internal and external customers for driving continuous improvement through analytics
• Drive for Results:
Self-motivated to exceed objectives as defined on time…