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Customer Service Representative

Customer Service Representative

Customer Service and Support Jobs

NetMotion Software

  • Who We Are:

    NetMotion provides security solutions for millions of devices deployed around the world, including 7 of the 10 largest airlines, 85% of US public safety agencies, and a variety of other major organizations ranging from utilities and healthcare to logistics and legal sectors. Customers choose the NetMotion platform for its powerful software-defined perimeter (SDP / ZTNA), experience monitoring and mobile-first enterprise VPN functionality. These solutions stand out for their ability to actively improve the employee experience, validated by a satisfaction rating of 97% and an NPS of 91. NetMotion is headquartered in Seattle, with offices in Victoria, Chicago, London, Tokyo, Sydney and Frankfurt.

    Why You’ll Love It Here:

    • You’ll get to collaborate with smart, passionate people who also happen to have a great sense of humor
    • You’ll be challenged and given to opportunity to solve difficult problems that will make a difference to our customers across a variety of industries, including public safety, transportation, energy, and healthcare
    • You’ll be supported and encouraged in your professional development
    • You’ll receive a competitive benefits program, fitness allowance, commuter allowance, a Group RRSP plan, and warm cookies on Wednesdays
    • You’ll benefit from our flexible work from home policy as well as our considerate vacation/holiday/sick-day allowances
    • You’ll be an important and valued contributor in a smaller company, joining in on the ground floor of NetMotion’s most exciting new office


    NetMotion is committed to creating a diverse environment and is proud to be an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race; color; national origin; ancestry; religion; creed; gender; gender identity or expression; sexual orientation; marital status; economic status; the presence of any sensory, mental, or physical disability; age; veteran status; or the use of a service animal.

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    Victoria
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    13 Jan 2021
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    14 Mar 2021
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What We’re Looking For:

Do you have the skills and desire to deliver outstanding customer service? Are you keen on keeping data accurate and up-to-date? Is “Multi-tasking” your middle name?

If you answered yes to these questions, then you are the person we’re looking for to join NetMotion as part of our first-class Customer Support team. In this position, you will work closely alongside our Customer Service and Technical Support teams to continue our first-rate support by being passionate and innovative when it comes to resolving our customers’ inquiries.

 

Job responsibilities include:

  • Answer incoming calls on the Customer Service phone line and respond to email inquiries to provide solutions to customers in varying roles (such as IT managers, accountants and partners) in a professional manner.
  • Maintain customer database files and document customer inquiries and resolutions in our case management system, adhering to established data standards.
  • Use analytical skills and creativity to investigate and resolve customer service issues, providing first call resolution in most cases.
  • Develop expertise in using our Salesforce CRM and inContact CTI adapter for call handling.
  • Troubleshoot issues with Customer Portal access, Software Downloads, Licensing, and Accounting issues.
  • Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in process improvement.
  • Identify and prepare information for publishing on the internal support web site and/or in support documentation.

 

Your Skills:

To be successful in this position it will be necessary for you to have a great sense of humor, a good head for numbers, and be passionate about providing the best customer service possible to both external and internal customers. We are looking for someone with at least 1 to 2 years’ experience delivering top notch customer service. Experience in a technology company environment is preferred, but not a show stopper if the experience is from outside the tech field. It is also important that you are a self-starter and prefer to work independently with limited direction.  In addition, you need:

  • Experience working with a CRM system and keeping records up-to-date. Salesforce.com experience is a definite plus. 
  • Ability to solve a variety of customer problems.
  • Self-motivated to continue improving customer service skills and processes.
  • Able to work with multiple departments to get the information/answers needed to respond to and solve customer questions.
  • Excellent organizational and interpersonal communication skills (written and oral).
  • Proven ability in working with customers to establish and maintain positive, productive and lasting relationships.
  • Demonstrated ability to work well independently while at the same time, supporting others in a dynamic team environment.
  • Aptitude for technology and proficiency in Microsoft Office suite.
  • Bachelor’s Degree or equivalent experience preferred.

Additional Info

Job Type : Full-Time

Location : Victoria, BC

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