Premium Support Specialist - Remote / Telecommute

Montreal, QC, CA • Posted 2 hours ago • Updated 2 hours ago

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Contract W2

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Depends on Experience

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Job Details

Skills

Active Listening
Adaptability
Collaboration
Communication
Conflict Resolution
Customer Relationship Management (CRM)
Customer Service
Customer Support

Summary

We are looking for Premium Support Specialist - Remote / Telecommute for our client in Montreal, QC

Job Title: Premium Support Specialist - Remote / Telecommute

Job Location: Montreal, QC

Job Type: Contract

Job Description:

Provide exceptional customer support and deliver the highest level of service to the community.
The role involves interacting with customers through multiple channels including live chat, social platforms, messaging, and phone.
The specialist will take full ownership of cases from start to resolution while ensuring strong relationships with users and maintaining high service standards in a fast-paced environment.

Responsibilities:

Provide the highest level of service to customers and community members in every interaction.
Interact with users through multiple channels including live chat, messaging platforms, social media, and phone.
Take end-to-end ownership of assigned cases and ensure complete resolution.
Escalate cases to appropriate teams when necessary.
Personalize communications and maintain a high hospitality standard with users.
Resolve user issues efficiently while maintaining high satisfaction.
Handle a high volume of cases without compromising interaction quality.
Proactively identify opportunities to enhance the user experience and provide tailored solutions.
Collaborate with cross-functional teams and stakeholders when required.
Support team improvement by sharing insights and recommending process improvements.
Assist in documenting best practices and ways of working.
Provide guidance and support to less experienced team members.
Participate in stakeholder engagement and relationship management.
Handle emergency support situations during evenings and weekends when required.

Skills:

Strong verbal and written communication skills.
Active listening and problem-solving abilities.
Customer service expertise and hospitality mindset.
Ability to multitask, organize workload, and prioritize tasks effectively.
Ability to work in a fast-paced and dynamic environment.
Strong interpersonal and stakeholder management skills.
Good computer skills including Apple/Mac OS, Google Suite, and CRM systems.
Adaptability, professionalism, and confidentiality in handling sensitive situations.

Experience:

Minimum 3+ years of experience in customer service roles within multicultural teams.
Experience interacting with customers through phone, messaging, or live chat.
Experience engaging with executive-level stakeholders and resolving complex issues.
Hospitality industry experience is preferred.

Qualification And Education:

Relevant professional experience in customer service or hospitality-related roles.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10516350
Position Id: QC_PSRT_0306
Posted 2 hours ago

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