Job Description
At Apex Global Services, we believe that every interaction is an opportunity to build lasting relationships. We are looking for a Senior Customer Support Representative to join our dynamic team in Toronto. In this pivotal role, you will serve as the voice of our brand, guiding customers through complex solutions with empathy, precision, and a premium service mindset.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Flexible work arrangements and continuous professional development.
- Work in a cutting-edge environment supported by the latest CRM technology.
If you have a knack for solving problems and a passion for helping others, we want to hear from you.
Responsibilities
- Manage high-volume customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose complex technical issues and provide expert guidance to clients, ensuring their success with our platform.
- Escalate unresolved issues to Tier 2 support or management teams with detailed documentation.
- Maintain accurate records in CRM systems (Salesforce/Salesforce) while adhering to strict data privacy standards.
- Collaborate cross-functionally with Product and Sales teams to identify recurring customer pain points.
- Contribute to the development of knowledge base articles and training materials for new agents.
Qualifications
- Minimum of 2-3 years of experience in a customer support or account management role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities with a patient and empathetic demeanor.
- Proficiency in CRM software (Salesforce, Zendesk) and Microsoft Office Suite.
- Ability to work in a fast-paced, results-oriented environment while maintaining high attention to detail.
- High school diploma or equivalent; post-secondary education in Business or Communications is a plus.