About the job

Our Customer Support Department is our front line that handles most of the incoming phone calls and tickets. The level of customer satisfaction that we provide is one of the main reasons why we have been successful in our venture and why top Real Estate agents chose our system over our competition. Each team member takes every customer issue seriously and with a professional approach to ensure that the problems are solved in a timely manner with a complete customer satisfaction. You will become an integral part of this team and help us continue delivering A+ customer experience.

The working hours are from 3PM – 11PM (Mon – Fri) as they are adjusted to the time zone in Canada.

Main Tasks and responsibilities:

• Communication with our clients via phone, email and chat applications daily
• Handling different client requests in a professional and kindly manner
• Having patience and a can-do attitude during conversations with customers
• Assessing clients' needs and collecting information to identify problems reported by clients and remove errors from our system
• Research, diagnose, troubleshoot and identify solutions to resolve issues
• Providing clients with information on possible solutions to the problems they reported and helping them solve them on their own
• Providing additional information in accordance with the needs and interests of our clients
• Maintenance of data regarding daily communication and transactions and the challenges and actions taken to overcome them
• Transparent, reliable and effective communication with clients, Production team members and superiors.

Desirable profile:

• Fluent spoken and written English is a must
• 6 months of experience (Customer Care/Support, Call Agent or similar experience)
• Interest in IT processes and basic IT literacy very desirable
• Ability to give concise and accurate information to customers, team members and superiors
• Kind and professional approach to customers (What can we do for you attitude toward customers)
• Ability to show empathy and understanding for our customers’ expectations or problems
• A drive to work and collaborate with different profiles of clients and coworkers
• Good problem-solving approach and attention to detail
• Ability to work independently as well as in a team

Desirable skills:

• Good organizational, prioritization, and analytic skills
• Timely and transparent communication with customers, team members and superiors
• Experience in using Google Suite products - Gmail, Google Documents, Google Calendar
• Experience in using CRM

Benefits of joining our team:

• A friendly and supportive work environment
• Access to our internal knowledge and expertise
• Challenging tasks and a chance to maximize your potential
• Internal training
• Team building and internal events
• A competitive salary
• Opportunity for professional development
• A long-term perspective in our company and IT sector

Working hours: 3.00PM - 11.00PM Monday - Friday