Customer Support Representative Part-time (12-month contract)

As the largest Canadian-owned and operated K-12 publisher Nelson Education Ltd. is Canadas only heritage education content provider known for its innovative products and solutions catering to learners across the country.

Nelson is on a mission to make learning accessible engaging and effective for all. Thats why Nelson continuously strives to create dynamic curriculum-aligned content that caters to diverse learning styles fostering critical thinking creativity and life-long learning.

In response to the evolving education landscape Nelson developed Edwin a digital learning ecosystem. Edwin is a learning platform for classroom success providing curriculum-linked content engaging tools and unparalleled support to reach every student.

Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible one learner at a time.

About this position

The Customer Support Representative Edwin Support (part-time)is responsible fordelivering the same high standard of customer service as the core Edwin Support team across evening and weekend hours. This role ensures continuity of service quality outside of core business hours serving as a consistent knowledgeable point of contact for Edwin customers when the broader team is not available.

Reporting to the Edwin Support Operations Lead the part-time Customer Support Representative is expected tooperatewith a high degree of self-sufficiency exercising sound judgment in managing customer interactions and escalating appropriately when critical issues arise outside of standard hours.

This a part-time role and there are 3 available schedule for this role:

• Tuesday-Friday 5-8pm and Saturday 8-4pm EST
• Monday-Thursday 5-8pm and Sunday 12-8pm EST
• Monday & Friday 5-8pm Saturday 12-8pm & Sunday 8-4pm EST

Note: Shift schedules are subject to change based on business needs.

Key Accountabilities

• Serve as the primary point of contact for Edwin customers across phone and email channels managing inquiries and issues through to resolution ina timelyand professional manner.

• Demonstrate a thorough and current understanding of the Edwin product policies and procedures ensuring customers receiveaccurateand consistent information at every touchpoint.

• Adhere to all defined workflows escalation protocols and standard operating proceduresmaintainingcompliance with service level requirements and quality standards.

• Identifyand escalate complex sensitive or unresolved issues to theappropriate tierin a timely manner ensuring customers are never left without a clear path to resolution.

• Maintainaccurateand complete records of all customer interactionsin accordance withdocumentation standards.

• Participate actively in training onboarding and ongoing development programs applying learning to continuously improve the quality and effectiveness of customer interactions.

• Contribute to a positive collaborative team environment by sharing knowledge supporting colleagues and upholding team standards.

• Provide feedback on recurring issues knowledge gaps or process inefficiencies to support continuous improvement across the Edwin Support function.

Requirement

• Exceptional customer service skillsdemonstratinga professional tone at all times.

• Excellent well-developed oral and written communication skills

• The ability to listen focus and provide the mostappropriate courseof action or resolution.

• Strong problem-solving skills enjoysthinking outside the box.

• Responsive proactive and interpersonal

• Demonstrate effective time management and organizational skills with a keen eye for detail.

• The ability to multi-task and to recharge daily.

• Enjoys working independently as well as collaborating with peers.

• Digitally savvy with trouble-shooting ability and confidence to think quickly on ones feet.

• Excellent PC MS Office Teams and Internet skills. AS400 Salesforce or NetSuite experience is an asset.

• Work remotely be able to work the designated shift (9:30am to 5:30pm) with flexibility during the workday 8am to 6pm as needed for coverage and periodic overtime during peak seasons

• Bilingual (English/ French) is an asset.

• Call center experience is an asset.

Compensation

The base hourly rate for this contract part-time position begins at $23 per hour based on experience. Compensation is part of our broader Total Rewards package which includes benefits and programs that support employee well-being and growth.

What We Offer

At Nelson we believe in taking care of our people.

Your well-being growth and work-life balance matter to us which is why we offer a comprehensive benefits package designed to support you - professionally and personally.

The below benefits apply to this temporary contract position:

• This role is primarily on-site with some hybrid flexibility
• Commuter friendly location (Sheppard & Don Mills)
• Free parking on-site
• Free convenient shuttle bus service from Don Mills Subway Station to and from the office
• Access to on-site fitness center and fitness classes
• Access to LinkedIn Learning for continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling and many things in-between.
  

Dont have 100% of the above qualifications Do you still think Nelson is a great fit for you We encourage you to apply anyway!

Our EDI Statement

Nelson teaches the world by learning from everyone in it.

We are committed to fostering an equitable diverse and inclusive workplace environment. This is an integral part of our companys culture and mission that aligns with our four key pillars of Employee Diversity Developing Authentic and Accurate Content Amplifying External Voices and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change. Truth honesty integrity and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners.

We value a respectful inclusive and safe workplace that nurtures belonging and represents many different cultures backgrounds perspectives and opinions. Everyone is free to be who they are.

We foster and continue to build relationships that are equitable diverse and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity diversity and inclusion at the core of what we do in our resources the workplace the educational community and in the larger society.

We strive to build an inclusive world for everyone. We are stronger together.

AI and Automated Hiring Tools

Nelson uses AI support tools in our applicant tracking system to help with tasks such as summarizing points and anonymizing applications. All candidate screening assessments and hiring decisions are done by people.

Interview Outcome Notification

Nelson is committed to keeping candidates informed. All candidates who attend an interview for a publicly advertised role will be notified of the outcome of their candidacy. Candidates will be notified of the hiring decision no later than 45 days after the last interview.

Our Commitment

Nelson is an equal opportunity employer and is committed to Inclusion Equity and Diversity. As part of this commitment we do not discriminate on the basis of age race sex gender gender identity colour religion national origin sexual orientation marital status citizenship veteran status or disability status.

Should you require any accommodation during our recruitment and selection process please reach out to .

Required Experience:

Unclear Seniority