Customer Support Advisor

Join our team as a Customer Support Advisor, where you will deliver exceptional support to program administrators and members. You will manage a diverse portfolio of support cases, troubleshoot complex issues, and collaborate cross-functionally to drive timely resolutions. This role requires strong communication skills, technical aptitude, and a commitment to quality. Enjoy a range of benefits, including parental leave top-up, RRSP matching, health benefits, flexible vacation, and opportunities for professional development.

Responsibilities

• Gérer et résoudre des cas de support variés, y compris des problèmes complexes et escaladés, en collaborant avec différentes équipes.
• Assurer une communication claire et proactive tout au long du cycle de vie du cas, en garantissant une expérience client de haute qualité.
• Identifier les tendances et les problèmes récurrents, en contribuant aux améliorations des produits, des processus ou de la documentation.

Requirements

• Experience managing more complex or escalated cases
• Excellent communication and stakeholder management skills
• Strong technical aptitude with the ability to troubleshoot platform, web, and mobile issues
• High attention to detail and commitment to quality
• Strong problem-solving, analytical, and critical-thinking abilities
• Proven experience supporting B2B clients/program administrators
• Demonstrated ability to work cross-functionally and influence outcomes
• 3–5 years of experience in customer support, client services, or similar roles (preferably SaaS)

Preferred

• Proficiency with CRM tools (Salesforce preferred)