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    Customer Portal Support Analyst - Markham, Canada - Enercare

    Enercare
    Enercare Markham, Canada

    5 days ago

    Default job background
    Full time, RegularReports to: Senior Manager, Digital Customer ExperienceDepartment: Customer ExperienceLocation: Hybrid - Markham - candidate MUST reside in Ontario
    Description

    Accountabilities:

  • Manage the CXSS team's support queue, reviewing and resolving issues directly when possible or escalating to the appropriate teams for further investigation.
  • Actively track customer feedback submissions. Identify and flag issues related to the customer portal.
  • Collaborate with CXSS agile team to understand common customer issues and improve the portal's functionality and user experience.
  • Review screen recordings to proactively identify customer friction points & potential bugs.
  • Maintain documentation about resolution steps to common customer issues.
  • Track and report on common issues, feedback trends, and resolution outcomes, contributing to the continuous improvement of the customer portal.
  • Provide updates to stakeholders on issue status, resolution times, and customer satisfaction metrics.

    • Required Skills and Qualifications:

  • Minimum 2 years of experience in a customer-facing role
  • Excellent written and oral communication skills
  • Strong problem-solving skills and the ability to prioritize issues effectively.
  • Familiarity with digital analytics and feedback collection tools.
  • Ability to work independently and manage multiple tasks simultaneously.
  • Knowledge of digital marketing and user experience best practices is a plus.
  • BS in Computer Science, Business Administration or a related field; equivalent experience acceptable.
  • Ability to multi-task and maintain high attention to details.
  • Proactive self-starter with strong time management and organizational skills.
  • Ability to solve problems logically and critically
  • A good understanding and working knowledge of the internet, technical concepts (e.g. you understand terms like XML, API, browser, cache, HTML)

    • Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.

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