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Product Support Representative II

Entry Level

CentralSquare Technologies | Customer Support | Cambridge, Ontario

Product Support Specialist II

Duties and Responsibilities:

  • Provide direct technical assistance to customers via phone, email, and remote sessions.
  • Provide internal and external user support for application issues of a technical nature.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Create internal/external content for Superions’ knowledge base
  • Maintain consistent, regular communication with customers regarding the status of their requests.
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipate customer needs and effectively address concerns related to their issue or resolution
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
  • Ensure that individual performance meets or exceeds department standards.
  • Develop strong working relationships with cross-functional teams within Superion.
  • Work with customers to identify reported system defects
  • All other duties as assigned.
Skills & Requirements

Qualifications:

  • Bachelor’s degree with a technical discipline including computer science, accounting, management information systems (or equivalent experience)
  • 2-5 years technical support experience
  • Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred.