After establishing a strong and meaningful position in Canada and the United States with our existing Municipalities, Private Operators, Hospitals, Universities and Airports, as well as the Hotspot app users, the Customer Support Team Members are responsible for continuing to facilitate these relationships by assisting HotSpot customers and clients with inquiries pertaining to HotSpot products.
Key Accountabilities:
• Maintaining customer knowledge base.
• Responsible for responding to customer inquiries and performing follow ups as needed in the form of emails and telephone calls in both French and English.
• Assist the Customer Success Team with technical support for app users and municipalities.
• Report system bugs to the proper departments as needed.
• Handle administrative tasks such as reviewing parking ticket appeals, making payments and responding to customer reviews.
Key Performance Indicators
• Customer support satisfaction level as measured by Zendesk and quarterly client Surveys.
• Customer product usage and adoption by client.
• Call times and quality/quantity of requests handled as assessed by the manager.
• Reviews posted by our users. Knowledge Skills and Qualifications
• The ability to maintain a healthy relationship with customers and clients.
• Strong organization skills.
• Strong communication skills both internally and externally.
• Bilingual
• Ability to generate precise written and verbal correspondence which can be measured by: Grammar, tone and level of accuracy in responses.
• Ability to work on a team and communicate effectively across multiple departments as well the ability to work independently.
• Available to work at least one day over the weekend
• Basic computer knowledge and skills such as Microsoft Office and Gmail.
We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.
You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark on your career, your colleagues, your clients, your life and the world around you.
As an Equal Opportunities Employer, we are proud to support the growth and equality of our people through initiatives including a Mentorship Program, our Group Global Women’s Network and a Diversity & Inclusion Council. We welcome applications from all suitably qualified candidates regardless of age, race, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex and sexual orientation.
As part of our selection processes, candidates may be requested to consent to background checks relevant to the role under consideration for, prior to receiving a job offer. These could include work references, education and credential confirmation, employment verification, identity check, credit report, criminal offence and driver’s license record.
Together, we can create a lasting legacy.
