Product Support Representative

The Product Support Representative is responsible for delivering high-quality, accurate resolutions to customers while adhering to stipulated policies and procedures. This role emphasizes troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction.

Requirements

• Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly and accurately to customer inquiries, utilizing skills to identify and address root causes of issues demonstrating effective troubleshooting skills.
• Communicate effectively with customers through phone, email and chat, asking targeted questions to gain a full understanding of their concerns and ensuring clarity and understanding.
• Acknowledge and resolve customer inquiries by demonstrating active listening, understanding their concerns, and delivering tailored solutions that address their needs effectively.
• Gain and maintain in-depth knowledge of Tebra products, tools, and resources to guide customers effectively.
• Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective issue tracking.
• Collaborate and communicate with team members and leadership to resolve complex or recurring issues and coordinate with colleagues as necessary.
• Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks.
• Ensure customer satisfaction and provide professional customer support.
• Contribute to a culture of continuous improvement by identifying and advocating for process and tool enhancements.

Benefits

• Wellness and childcare subsidy
• University/Education discount
• Gympass for access to health and fitness apps
• Telus Employee Assistance Program for mental health resources