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.
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.
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.