T2 Customer Experience Representative

ZOLEO Inc. is looking for an exceptional Tier 2 Customer Experience Representative (1 Year Contract) to join the global Customer Experience team. A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has met with early success winning multiple innovation awards and enjoying rapid subscriber growth. The company is expanding its global reach and the Tier 2 Customer Experience Representative will be pivotal to assisting with various customer-focused expansion efforts into new markets. You’ll have an opportunity to join an entrepreneurial company and help take it to the next level.  

As a Tier 2 Customer Experience Representative (1 Year Contract), you will be responsible for supporting customers with a variety of inquiries through incoming calls, tickets, chat, and social media by providing helpful information, answering questions, supporting Tier 2 level technical troubleshooting or set-up processes, and responding to complaints. You help ensure long term customer loyalty and satisfaction by positively representing company products and services while working to meet and exceed service level agreements (SLAs). This is a permanent virtual (work from home) role as part of a global Customer Experience team. The role reports to the regional Team Lead, Customer Experience.

Key Responsibilities:

• Respond to customer inquiries in a Tier 2 capacity using multiple communication channels (live chat, email, and phone)
• Prioritize tickets accordingly based on ZOLEO operational processes as well as sound judgement.
• Handle and resolve customer requests related to billing, account changes, and technical support/troubleshooting
• Contribute to Knowledge Base articles and content
• Maintain a working knowledge of company products and services. Opportunity to specialize in certain ZOLEO operational processes will be encouraged
• Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes
• Work on various customer-related special projects from time to time, as necessary
• Serve as an escalation point for Tier 1 agents
• Promote company products, features, and benefits through consultative customer qualification
• Meet both personal and team-based monthly SLAs, Productivity targets and Quality standards.
• Stay updated on all operational systems, processes, and procedures, as well as company policies.
• Stay informed of competitors and related industries
• Attend and participate in company events and team meetings (primarily in a virtual capacity, although staff will be encouraged to participate in any events at the nearest ZOLEO regional office, as permitted.)
• Ensure a positive, accurate and professional customer experience.
• Maintain effective and harmonious working relationships with peers and other company staff

Qualifications & Skills:

• Minimum 2-3 years in a Customer Support-related position.
• Comfortable working with wireless technology in a mobile satellite/wireless/messaging world. Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.
• Experience with supporting technical products (software, hardware) as well as global brands is considered a strong asset.
• Experience with Helpdesk software (eg. Zendesk).
• Post-secondary diploma or equivalent experience required.
• Strong communication skills (verbal and written). Conversational and Personable.
• Resourceful and self-reliant with strong analytical, problem-assessment and problems-solving skills.
• Able to handle difficult customer situations and arrive at a positive resolution.
• Excellent time management and organizational skills. Able to work with minimal supervision.  Adaptable to new workflow and changing environments.
• Comfortable working remotely as part of a global team. Access to broadband internet is required.
• Enthusiastic and self-driven. A team player who looks to contribute to several areas within the operations and exceed normal job expectations.
• Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills.
• After hours and stat holiday support may be required as business needs fluctuate
• Additional opportunities, such as weekend shifts maybe available

What we Offer:

• Competitive base salary
• Bonus
• 4 weeks' vacation
• Work remotely

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