Offer summary

Qualifications:

Professional education diploma in IT support or equivalent degree, 12 to 18 months in call center or application support, Experience in SaaS or procurement is an asset, Strong analytical and problem-solving skills.

Key responsabilities:

Analyze and resolve tickets

Monitor and manage the Client Service queue

Job description

Location: Hawaii—#LI-Remote

mdf commerce Inc. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

Working in the procurement sector for our Bidnet product, we seek a Customer Support Specialist to join our team.

What will your primary responsibilities look like?

In this role, you will be led to:

Analyze and resolve tickets based on the service level and escalate issues when required.
Plan/coordinate and follow through with requests in collaboration with internal teams (sales, analysis, development, support, etc.).
Monitor and manage the Client Service queue and program-specific inboxes.
Created and updated customer and organizational management reports.
Identify possible improvements to processes and applications to team members.
Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction.
Responsible for delivering results promptly.
Maintain client information in the CRM.
Create Statements of Work (SOWs) in the CRM.

What elements of your professional background will be necessary and helpful in this role?

Strong analytical and problem-solving skills.
Ability to multi-task and work under pressure in a dynamic and fast-paced environment.
Strong attention to detail.
Focus on customer satisfaction while keeping business context in perspective.
Dynamic and proactive/demonstrates initiative.
Excellent organizational skills, including a good sense of priority management, can quickly adapt to change.
Excellent interpersonal and communication skills, internally and with clients, are required.
Professional education diploma in IT support or any equivalent high school or college degree.
12 to 18 months in a call center and/or application support level 1.
Experience in the technology sector within a SaaS company or procurement sector is an asset.
All equivalent education and experience combinations will be considered.

We still have a lot of other things to offer you! : https://www.mdfcommerce.com/web-it-careers-en.jsp

Thank you for being so interested in mdf commerce. However, only selected candidates will be contacted.

mdf commerce subscribes to a program of equity and equality in employment.

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