- Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically.
- Work overnight shifts Monday-Sunday, 12am - 8:30am EST, with a consistent late-night schedule.
- Develop a strong understanding of Paramount Commerce’s products and services to provide accurate, helpful, and consistent support.
- Collaborate with internal teams to investigate and resolve customer inquiries.
- Ensure customer interactions are well-documented and managed according to internal processes and standards.
- Identify challenges and share ideas to improve processes, tools, and the overall customer experience.
- Monitor customer accounts for potential fraudulent activity and take appropriate action.
- Participate in special projects improving product quality, service delivery, and customer satisfaction.
- Support additional administrative tasks as needed.
Requirements
- 2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email.
- Comfortable and reliable working overnight from 12am - 8:30am EST.
- Solid understanding of contact center metrics and KPIs.
- Familiarity with online payment rules and regulations is an asset.
- Strong written and verbal communication skills.
- Ability to multitask and navigate multiple digital tools and platforms simultaneously.
- Experience with Genesys Cloud is an asset.
- La connaissance de l’anglais peut être requise afin de collaborer avec des collègues, partenaires et clients situés à l’extérieur du Québec.
Core Competencies
Demonstrates expertise in customer support through effective communication and problem-solving skills, with a strong understanding of contact center metrics and online payment regulations. Capable of working overnight shifts while managing multiple digital tools to enhance customer experience.
Highest-signal resume keywords
- Customer Support Experience
- Contact Center Metrics
- Written And Verbal Communication
- Multitasking Skills
- Genesys Cloud Familiarity
ATS Optimization Keywords
Hard Skills
- Customer Support
- Contact Center Operations
- Problem Resolution
- Fraud Monitoring
- Process Improvement
Soft Skills
- Empathy
- Collaboration
- Adaptabilité
Industry Keywords
- Online Payment Regulations
- Customer Experience
- KPI Management
Tools & Technologies
- Genesys Cloud
- Digital Support Channels
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Support Specialist – Overnight Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
