Resolution Support Representative

Resolution Support Representative

Resolution Support Team is hiring a part-time regular Resolution Support Representative located in Canada. The Resolution Support Representative is responsible for providing exceptional service to both clients and customers, ensuring satisfaction across a range of inquiries and requests. The role involves offering technical support to clients, troubleshooting complex issues, and resolving problems in alignment with company standards. For customers, the representative addresses concerns related to reservations, escalations, refunds, website support, and other service requests, ensuring timely and accurate resolution. This position involves managing both inbound and outbound communications across various business queues, across multiple channels via live chat, SMS, and the ticketing system. The Resolution Support Representative delivers friendly, professional, and detailed assistance, helping clients with technical support and guiding customers with reservations and purchases, all while adhering to company policies and Key Performance Indicators (KPIs).

Responsibilities include:

• Provide remote support to clients, assisting with software-related inquiries, custom applications, and providing guidance on features and functionality.
• Address client inquiries through various channels, including phone, email, and chat, ensuring accurate and timely resolutions.
• Handle escalated inquiries, serving as a point of contact between departments and customers.
• Deliver clear and concise explanations of processes and troubleshooting steps to clients with varying technical backgrounds.
• Support clients with troubleshooting and "how-to" guidance as needed.
• Manage and document client interactions accurately using the company's ticketing systems and internal tools.
• Maintain client records and ensure that issues are resolved in accordance with service level agreements (SLAs).
• Achieve and exceed KPIs and service quality goals, contributing to a culture of teamwork, transparency, and collaboration.
• Comply with all company policies, procedures, and quality standards, ensuring that all client interactions meet or exceed expectations.
• Provide excellent customer support by addressing inquiries and resolving issues in a timely and effective manner.
• Develop strong relationships with customers and clients, ensuring a positive and professional experience with each interaction.
• Demonstrate empathy and professionalism while maintaining a calm, composed, and friendly demeanor in all client and customer interactions.
• Handle escalated customer complaints with care and professionalism, seeking assistance from management when necessary.
• Actively listen to customer concerns, ensuring accurate understanding and appropriate action to resolve issues.

Qualifications include:

• Excellent interpersonal and customer service skills, with a customer-first approach to every interaction.
• Strong analytical and problem-solving abilities, capable of troubleshooting and resolving issues efficiently.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) and familiarity with customer relationship management (CRM) tools (e.g., Salesforce, Service Now).
• Ability to type at 50+ words per minute and proficiently use communication tools (email, phone, live chat, etc.).
• A calmly composed demeanor with the ability to handle stressful situations professionally.
• 1+ years of experience in customer-facing roles, including help desk or contact center experience, is required.
• 1+ years of Aspira Customer Service experience.
• Prior experience in handling inbound/outbound inquiries, issue resolution, and maintaining detailed, accurate documentation.
• Capacity to work assigned shifts based on business needs, including but not limited to weekends and holidays.
• Participate and complete all mandatory and continuous training sessions as assigned in a timely manner.

Desired Education and Experience:

• High School Diploma or equivalent.
• 1-2+ years of experience in customer service or technical support roles.
• Experience with Microsoft Office and general internet navigation skills is preferred.