Support Specialist - Jobs in Toronto, ON

Job Description

Company DescriptionAs a trusted partner to the world’s leading loyalty programs, Points builds, powers, and grows new ways for members to get and use their favorite loyalty currency.More than 1 billion loyalty program members touch our products through brands like Hilton, Air Canada, Lyft, British Airways, United Airlines, Air France-KLM, Chase Bank, Etihad Airways, and many more. Our team of 250+ people across 5 global offices works together to build and launch new solutions, solve complex challenges for our partners, and create a one-of-a-kind company culture.Click here to learn more about Points!Job DescriptionPoints is looking for a Support Specialist to join our team for a permanent position in our downtown Toronto office. This role is primarily to support our Points Travel partners however supporting other products will evolve.We’re an industry-leading organization that is continuously reshaping how consumers interact with their loyalty programs. We work with the world’s largest airline, hotel, financial, and retail rewards programs, to tackle complex challenges and come up with innovative e-commerce solutions. If you’d like to be a part of it, we’d love to hear from you.As a successful Support Specialist, you will thrive in a fast-paced, customer-oriented environment. You are the escalation point for our internal/external partners. You will not only resolve customer issues, you will also help our members and partners find additional value in the products and services we offer. You will be comfortable using multiple applications at once to troubleshoot problems while projecting a positive and helpful attitude. You are adept at using email, chat and phone applications and enjoy the excitement of a growing company. You must be a good problem solver who is curious and eager to learn about and understand the inner workings of our products. Your strong analytical skills will be required to investigate customer transactions, recommend solutions and ensure our customers receive outstanding support. Your exceptional communication skills will be put to good use as you deliver detailed solutions directly to our internal/external partners. You are committed to your role and have an exceptional attendance record. Reporting to the Points Support Manager, the Support Specialist, Travel Support, will:

• Use your questioning skills to explore customer needs and concerns, own the solution and escalate where needed
• Respond with urgency to inquiries from customers/partners via email, telephone and live chat on transaction related issues or errors, escalating to the appropriate product teams/suppliers as needed
• Track and follow up on any outstanding problems, keeping stakeholders informed of their status and confirming with them that the solution provided is satisfactory
• Develop and nurture customer relationships through your communications
• Keep up-to-date on new features or enhancements to our products and services
• Collaborate with colleagues and management to improve service delivery, helping to identify training opportunities to address root causes
• Educate our partners on how our products work to assist their delivery of support on our products
• Contact suppliers to resolve escalations and on behalf of other teams
• Provide feedback to direct manager and other internal teams to improve our products and processes
• Strive to meet (and exceed) performance goals
• Report any trending issues
• Make recommendations to update and build internal knowledge bases (FAQs/Processes/Contact information)

Qualifications

• 3+ years contact centre experience, preferably in an email/chat/phone environment
• High level of comfort with technology and troubleshooting complex situations
• Proficient with computer software; MS Office/GSuite,
• Excellent interpersonal, communication skills and ability to work cross functionally with teams and team members of varying technical background
• Ability to operate within an environment with changing priorities with a sense of urgency
• Possess strong organizational skills
• Proactive attitude and ability to quickly grasp new concepts

Additional InformationWhat we offer:

• Flexible hours
• Extra days off
• Extended health care from day one
• Parental leave top-op
• Fitness Credit
• RRSP Matching Plan
• Learning & Development
• Free coffee, snacks & drinks
• The best Technology
• YOLO leave
• Green Commute or WFH credits
• Company-sponsored activities such as bowling, movies, sports, paintball, and more!

Our Process:Points is an equal opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunity regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request we will provide accommodation for applicants with disabilities.We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed from our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview
• Hiring Manager Interview
• Take-home Assessment or remote coding exercise (If applicable)
• Team Interview

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.Quick Apply

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