Customer Support Specialist Evening Shift
Customer Support Specialist Evening Shift
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Job Description
Summary:
We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby office.
What your team does:
This team is high energy and fast paced and while our number one goal is to provide an effortless customer experience (fast highquality answers to any question) we are also hyperfocused on sharing the value of Clio products with our customers. Our team members are smart engaged resourceful and driven. They live into our values by thriving as a team approaching situations with optimism and a solutionsoriented humancentred mindset to help each other and help our customers win. We intentionally foster a unique contact centre culture built on empowerment and accountability by hiring great people and getting out of their way.
Working Hours:
This is a full time permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. The start time may change day to day within that window however you will always know your shifts two weeks in advance.Our shift requirements for new hires change on a regular basis to meet business requirements. Right now were looking to fill one evening shift with a start time between 2:30pm 4:00pm PT.
Your Talent Acquisition Specialist will be happy to explain more should you connect with them.
What youll work on:
Handling a high volume of inbound requests by phone chat and email with a focus on making the customer experience as effortless as possible;
Becoming an expert in all of Clios features and functionality with the ability to speak to the additional value that Clio provides;
Methodically troubleshooting technical product issues reproducing and coordinating resolutions with our Technical Escalations Product and Customer Success teams;
Confidently handling a wide variety of inquiries providing guidance needsbased solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio;
Coaching our users to leverage selfserve resources and group training opportunities;
Identifying when a customer is a fit for additional products or services and connecting them with the appropriate team to discuss options further;
Capturing feedback on the product for use by our Product team;
Owning your own development and career growth to get better everyday!
What you bring:
Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;
Excitement about finding new and complex problems to solve;
Techsavviness and excitement to dive into learning new platforms;
Strong verbal communication skills ability to express yourself in a clear concise and empathetic manner;
Patience compassion and understanding;
Curiosity to strive to continuously improve and learn;
Ability to thrive at multitasking and prioritizing in a fastpaced environment;
Excellent writing skills and the ability to write in a professional tone with little to no grammatical or spelling errors;
Selfdriven attitude and willing to take initiative to grow your skills;
Fun outgoing and engaging personality and love to work as a cohesive team.
Serious bonus points if you:
Have customer focus at your core and are eager to make a career out of helping clients be successful;
Have experience working with webbased/SaaS applications;
Are familiar with Zendesk or similar CRM software;
Are familiar with Legal or other professional service industries;
Are flexible and open to working evening and night shifts;
Are proficient in Google Suite and Microsoft Office;
Are proficient in Windows and/or Mac operating environments.
What you will find here:
Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and highperforming culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with toptier health benefits dental and vision insurance
Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto and Dublin) to be in office minimum 2 days per week on our Anchor Days.
Flexible time off policy with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years
Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region applicable experience and skillset of the candidate.
Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higherperforming teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.
Learn more about our culture at Experience:
Unclear Seniority
Employment Type
Full-Time
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