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Customer Support - Canada - Jobs in Calgary, AB

Job LocationCalgary, AB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Due to further expansion, we are seeking a Customer Services/1st Line Support professional to help us to continue to dominate one of the most buoyant, fastest-growing industries, that is changing the world and the speed at which we receive items.About us:LineTen is on a mission to crack the code on urban delivery. By leading with our values and putting carrier partners first, we are paving the way for better delivery experiences. LineTen is a new approach to delivery with a free carrier API and an operations management platform for shippers. Were building the first global data-driven last-mile network that has the potential to solve industry-wide problems.We are all working remotely at the moment but going forward, we will operate a home first policy.The position of Customer Services/1st Line Support Executive (Remote)The role is shift based including weekends (hours cover 9am-10pm)Managing and monitoring Deliveries

  • Anticipate and solve any problems that may arise before and after deliveries
  • Keeping external stakeholders informed of any issues that may arise
  • Answering queries from external stakeholders in a timely manner, be it phone, email or slack or live chat
  • Ensuring good communication between couriers and customers to ensure successful delivery and in turn helping us meet our SLA’s
  • Working collaboratively with other team members to improve operational performance every day
  • Proactively tracking live orders to ensure everything is running smoothly and SLA’s are being met
Managing and monitoring Online Ordering
  • Daily monitoring of Freshdesk ticketing system and responding to tickets in line with our first response SLA
. Logging all calls into Freshdesk. Monitoring incidents and change requested logged in Jira, and keeping clients updated on progress in Freshdesk. Taking ownership of support issues and work across teams to ensure issues have been resolved and ticket can be closed. Triage and escalate complex issues to the 2nd line teamAbout you:
  • You enjoy problem-solving and you’re a great communicator
  • You’re results-driven and enjoy targets
  • Highly organised, able to prioritise and work under pressure and to deadlines
  • Strong interpersonal skills
  • Strong written and verbal skills
  • Customer-focus
  • Good team player
. You take initiative and put the customer first and are not afraid of reaching out to relevant stakeholders to keep the client informedQuick Apply
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