Client Support Specialist - Ajax, Canada - COBRA Firing Systems

Description

COBRA realized that the pyrotechnics market was begging for high quality, affordable, and expandable wireless systems.

Since releasing their first systems in May 2010, COBRA has been adopted by over 13,000 customers in over 100 countries.

Our business model focuses on our customer's satisfaction and feedback to drive new and innovative designs.


Our mission is simple:
To provide a high-quality product at an affordable price backed by world-class customer service. COBRA places safety, reliability, and ease of use as the foundation of every product feature and design. We have a passion for the pyrotechnics industry and believe that our customers are our most valuable asset. We stand behind every product we sell and every customer who purchases our systems.


Job Role:


Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA (servicelevel agreement) for issues with respect to the severity.
• Advise customers throughout the purchasing cycle on the COBRA and IGNITE Firing Systems.
• Complete warranty requests and oversee tracking to ensure timelines are maintained
• Light product testing as needed

Requirements:

• Prior experience with POS and inventory systems, as well as proficient in computer use
• Exceptional customer service, communication, and interpersonal skills
• Ability to problemsolve and find creative solutions for customer issues
• Proven working experience in customer service and or technical support
• Deep knowledge of the product that you are supporting (training provided)
• Strong problemsolving skills
• Ability to complete assigned work and projects on time within a fast, everchanging environment
• Post-Secondary Education

Compensation and Benefits:

• Medical benefits plan available upon completion of the 3month probationary period
• Life Insurance
• Disability
• Employee Assistance Program
• Company RRSP Matching
• Casual dress code

Additional Information:

• While standard business hours are Monday to Friday 8:30 am to 5:00 pm, this position at times requires team members to work varying hours, seasonal paidovertime, and shifts during days, evenings, and weekends where needed

Job Types:
Full-time, Permanent


Pay:
$21.00-$23.00 per hour


Benefits:

• Casual dress
• Dental care
• Disability

insurance

• Employee assistance program
• Life insurance
• Onsite parking
• Paid time off
• RRSP match
• Vision care

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Overtime

pay