Customer Support Specialist

Perkopolis, the Toronto-based entity of Perk Spot, is searching for a Bilingual (French/English)
Customer Support Specialist to join our Customer Support team located in Toronto, Canada!

Our mission goes beyond discounts—it’s about empowering employees everywhere to make smarter spending decisions so they can do more of what they love. We believe every dollar saved can become a stepping stone to a brighter future, whether that’s a special family vacation, a first home, or simply extra peace of mind.

As a Customer Support Specialist, you will provide top-notch support to the community members of Perkopolis. You’ll become an expert in Perkopolis’ tools and website, while constantly interacting with our customers and internal teams to ensure that we are offering the best possible support to our client partners and their employees. 

This position is required to be in the office 3 days a week on Tuesday, Wednesday, and Thursday. Our office is located at 3080 Yonge, Suite 4010, Toronto, ON.

Working

Schedule:

Monday through Friday from 10:00 am - 6:00 pm EST

What you’ll accomplish: 

• Become an expert of Perkopolis' services and processes, as well as our website and user portal

• Provide exceptional and timely support to customers via phone, email, and live chat 

• Document active tickets every step of the way, from inquiry to solution and completion

• Actively prioritize support tickets and escalate issues appropriately

• Assist with new user setup, account maintenance, and sales projects as needed

• Take part in high-level problem-solving in collaboration with your team members and our Senior Manager of Customer Support

• Develop relationships with company-wide internal teams and customers to maintain and improve customer satisfaction

• Solicit feedback from customers on Perkopolis' service and product; relay feedback to applicable internal teams

• Attend regular team and staff meetings to address feedback, changes, and new ideas

• Constantly strategize ways to make the Perkopolis experience better and more effective for our members 

What we’re looking for:

• 3+ years of experience in customer support, managing support tickets in various mediums and prioritizing issues according to importance
• Fluent in French and English, both written and oral is required
• Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.

• Knowledge of Zendesk and background in IM/chat support preferred

• Exceptional written and verbal communication skills, with proven interpersonal skills

• Highly organized, detail-oriented, and analytical approach to problem-solving

• Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor

• Collaborative, team-focused mindset

• Ability to work autonomously and manage your own workload

Your first few months --
Providing value doesn’t have to wait, from day one we are open to your big ideas. In your first few months, you will...

• Meet the team! We think our people are pretty great so we want to ensure you’re introduced to all of the right team members to help you succeed. You’ll spend quite a bit of time with your fellow Customer Support Specialists, as well as our Senior Manager of Customer Support.

• Get to know Perkopolis! Immerse yourself in the business, engage with internal stakeholders, and participate in monthly company-wide All Hands meetings. 

• Sharpen your skills! You will become very familiar with our customer support processes, our website’s functionality, as well as the tools that we use (Zendesk). 

• See your impact! Provide daily support to our members and advocate for their needs to ensure the best user experience as possible! 

• Participate in company-wide events! Whether it’s office miniature golf or a raffle gameshow, company culture is at the forefront of our business. 

Salary Range: 

CAD $50,000 - $56,000. The starting salary will be determined based on the candidate’s relevant experience, skills and qualifications, as well as internal equity. This position is also eligible for an annual bonus of CAD $2,000. Perkopolis offers competitive industry rate salaries with the goal of retaining and…