Customer Support Specialist

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.