Job Description
Are you the voice of reason our customers are looking for?
At Apex Support Solutions, we don’t just answer tickets; we build lasting relationships. We are seeking a highly motivated Senior Customer Service Representative to join our premium support team in Toronto. If you have a knack for problem-solving and a passion for delivering exceptional experiences, we want to hear from you.
In this role, you will serve as the primary point of contact for our high-value clients, ensuring their inquiries are resolved with speed, accuracy, and empathy. You will work in a dynamic, fast-paced environment that values professional growth and innovation.
Why Join Apex Support Solutions?
- Competitive Compensation: Salary range of $45k-$60k CAD plus performance bonuses.
- Modern Work Environment: State-of-the-art office in the heart of Toronto’s financial district.
- Career Growth: Clear pathways to Team Lead and Management roles.
Ready to make an impact? Apply today and become part of a team that puts customers first.
Responsibilities
- Manage a high volume of incoming inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and resolve complex technical and non-technical customer issues efficiently.
- Maintain accurate and up-to-date records of all customer interactions in our CRM (Salesforce/Zendesk).
- Collaborate closely with cross-functional teams (Product, Sales, and IT) to escalate and resolve escalated tickets.
- Identify opportunities to improve customer satisfaction scores and contribute to process optimization.
- Adhere to all company policies and service level agreements (SLAs).
Qualifications
- Minimum of 2 years of experience in a customer service or technical support role.
- Exceptional verbal and written communication skills in English.
- Proficiency in CRM software and ticketing systems (e.g., Salesforce, Zendesk, HubSpot).
- Strong problem-solving abilities with a patient and empathetic demeanor.
- Ability to work independently as well as within a collaborative team setting.
- High school diploma required; Bachelor’s degree in Business or Communications is a plus.