Offer summary

Qualifications:

Professional education diploma in IT support or equivalent high school/college degree., 12 to 18 months experience in a call center or application support level 1., Strong analytical, problem-solving, and organizational skills., Excellent interpersonal and communication skills, with a focus on customer satisfaction..

Key responsibilities:

Analyze and resolve customer support tickets and escalate issues as needed.

Coordinate and follow through with requests in collaboration with internal teams.

Monitor and manage the Client Service queue and program-specific inboxes.

Create and update management reports and document processes for service improvements.

Job description

***This position is based in Hawaii, and we are seeking a candidate who resides there***

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 GovTech sector for our new brand SOVRA, we are currently looking for a Customer Support Specialist to join our team.

What will your main 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.
Create and update customers 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 useful 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 easily 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 more specifically in the eprocurement sector is an asset.
All equivalent education and experience combinations will be considered.

Our offer:

A flexible work schedule (40 hours/week).
Work equipment provided while working from home.
Minimum 3-week vacation.
One week of sick days.
Two personal floating days.

Thank you for your interest in mdf commerce. However, only selected candidates will be contacted.

mdf commerce subscribes to a program of equity and equality in employment.

mdf commerce, through its wholly owned subsidiary International Data Base Corp., doing business as BidNet, participates in E-Verify. If selected for employment, you will be required to provide your Form I-9 information to confirm that you are authorized to work in the United States.

mdf commerce, a través de su subsidiaria de propiedad total International Data Base Corp., que opera bajo el nombre comercial BidNet), participa en E-Verify. Si es seleccionado para empleo, se le solicitará proporcionar la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los Estados Unidos.

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