Senior Premium Support Specialist - Remote / Telecommute

Montreal, QC, CA • Posted 20 hours ago • Updated 20 hours ago

Contract W2

Contract Corp To Corp

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Active Listening
Adaptability
Attention To Detail
Collaboration
Communication
Conflict Resolution
Continuous Improvement

Summary

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

Job Title: Senior Premium Support Specialist - Remote / Telecommute

Job Location: Montreal, QC

Job Type: Contract

Job Overview:

Provide high-quality, personalized customer support by managing complex and high-value cases end-to-end. Act as a subject matter expert, ensuring resolution through effective communication, problem-solving, and collaboration while maintaining exceptional service standards in a fast-paced environment.

Responsibilities:

Interact with customers and community members across multiple communication channels.
Take end-to-end ownership of assigned cases and ensure complete resolution.
Develop expertise in policies and procedures to handle complex scenarios.
Operate independently with minimal supervision.
Simplify complex information and confidently address customer concerns.
Negotiate and mediate between stakeholders to resolve high-value and sensitive issues.
Anticipate user expectations and deliver optimal outcomes for all parties.
Provide personalized and exceptional customer support tailored to individual needs.
Resolve issues efficiently while maintaining high satisfaction levels.
Manage multiple cases simultaneously with speed and accuracy.
Make informed decisions, including exceptions to standard workflows when necessary.
Maintain high standards of communication and professionalism.
Contribute to team improvement through knowledge sharing and insights.
Provide feedback to management on customer experience and process improvements.
Collaborate with leadership to identify and resolve process or policy gaps.
Support management initiatives and act as a subject matter expert when required.
Adapt to changing responsibilities and demonstrate flexibility in tasks and team assignments.
Build strong relationships with internal and external stakeholders.
Handle sensitive and complex issues with integrity and sound judgment.
Provide on-call support for emergency situations during evenings and weekends.
Promote a culture of quality and continuous improvement.

Skills:

Excellent verbal and written communication skills.
Strong active listening abilities.
High level of empathy and patience in customer interactions.
Strong organizational and multitasking skills with attention to detail.
Ability to work in fast-paced and complex environments.
Strong problem-solving and decision-making skills.
Ability to assess risk and prioritize urgent matters effectively.
Adaptability to changing priorities and responsibilities.
Advanced computer skills including Mac OS and Google Suite.
Familiarity with CRM systems and ability to learn new tools quickly.

Qualification And Education:

Experience in customer service, preferably within hospitality or technology platforms.
Experience handling customer interactions via phone, messaging, or live chat.
Experience working with executive-level stakeholders and resolving conflicts effectively.

Experience:

4+ years of experience in multicultural customer service environments.
Experience managing high-profile or high-value customer interactions preferred.

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_SPUR_0401
Posted 20 hours ago

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