Senior Customer Support Representative

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WHO WE ARE

Encircle is the leading provider of real-time documentation and productivity tools for the insurance and restoration industries. We’re transforming the way property and casualty insurance claims are handled, by connecting all parties involved in the claims process on one easy-to-use platform. Our success is driven by our strong leadership team and exceptional employees. Located in downtown Kitchener, we are looking for hard-working, motivated people to lead the way with us.

 

WHO WE ARE LOOKING FOR

We're looking for a friendly, cool and collected, tech-savvy Senior Customer Support pro to help us provide game-changing results and directly impact the day-to-day business of some of the largest brands in the restoration and insurance industries.

 

WHAT YOU’LL BE RESPONSIBLE FOR

  • Proactively resolve client support requests and issues via email and phone

  • Solve issues by listening, understanding the problem and working with the clients to achieve their goals

  • Update Salesforce cases with all appropriate information pertaining to your customer interactions

  • Daily Invoicing

  • Be an expert Encircle user to teach and coach best practices

  • Provide the product team with feedback on improvements and new features

  • Create and update training and support modules for clients and the team

  • Help optimize and implement new operating procedures

  • Customer retention through relationship building

  • Working closely with cross-functional teams including Marketing, Operations, Product, Professional Services and Sales

  • Position requires some on-call duty on a rotating basis

  • Monitor Support Dashboard to identify trends in case volume and work with other teams to address concerns

  • Handle Escalated cases from clients and internal issues in a professional manner

  • Track and Monitor Bugs with Development to keep clients updated and set expectations

 

YOUR BACKGROUND AND EDUCATION

  • Minimum of 5 years experience in customer support

  • Proficient in MS Office and familiar with CRM and sales enablement tools

  • Strong attention to detail and excellent time management skills

  • Strong verbal communication and writing skills

  • Ability to work independently and prioritize a variety of projects.Not afraid of jumping in headfirst and working with ambiguity

  • Enjoys a fast paced environment that is constantly evolving

  • Creative problem solver that isn’t afraid to do what it takes to make clients successful

  • Intelligent, Energetic, Tenacious and determined with a ‘can do’ attitude

  • Experience with SalesForce and RingCentral an asset

  • Experience/knowledge of the restoration or insurance industry is a plus

HOURS OF OPERATIONS

Rotating shifts Monday – Friday 8:30 AM – 6:00 PM

On Call Hours Monday - Friday Evenings and Weekends

Open Holiday’s

 

WHO YOU WILL BE REPORTING TO

The Senior Customer Support Representative will report to the COO.

 

HOW TO APPLY

Excited to join a fast growing start-up? Then we would love to hear from you! Click the link to apply.

Encircle is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability. Encircle is committed to a fair and inclusive work environment. We will endeavour to accommodate the needs of qualified applicants in all parts of the hiring process.