Customer Experience Specialist

What we do.

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live, Canadian based support specialist.

About the role.
Versature Communication Corp o/a net2phone Canada is seeking a tech-savvy, ambitious, customer-focused individual who likes to solve problems and wants to provide a world class customer experience. As a Customer Experience Specialist, you will join our award-winning team that is obsessed with short wait times, first call resolution, and friendly customer service.

You will work with customers to help guide them through a variety of challenges. Most interactions are quick and simple, but you’ll often be required to think critically to determine the issue that’s affecting a customer’s VoIP service. The pace is fast and the expectations are high, leading to a truly rewarding experience

Join us and be a part of an evolving Customer Support team- where your input is not only valued, but incorporated into our daily work.

• Would you like to start work every day knowing you’re helping bring solutions to Canada's leading businesses?
• Do you love overcoming challenges and solving problems?
• Are you curious and like to continuously learn?
• Are you adaptable and can change direction with ease when needed?
• Can you manage multiple detail-oriented tasks without breaking a sweat?
• Most you want to work with a brilliant team of high-performers who have a lot of fun together?

What you’ll do.

• Arrive at your work-from-home set-up with time to review past cases and brew your preferred coffee or tea.
• Be logged into the call queue for your specified start time.
• Help business users solve problems that they encounter via phone, online chat, and Email support.
• Review cases waiting on responses from clients and follow up with those who have open cases.
• Properly track actions taken and work performed in Salesforce to ensure proper communication with our clients and the team.
• Escalate issues beyond your scope of troubleshooting to both our Level 2 team and Escalation Manager and keep the client updated on its progress.
• Attend Weekly one on one meetings with your supervisor to review performance and receive coaching
• Be available for 24/7 on-call support on your scheduled rotation. (Approximately 1 week every 2 months)
• Review cases at the end of the day to ensure we meet our client SLA’s.
• Work with teammates to gain further understanding of the system as well as to provide timely responses to our clients.
• Help create a positive work environment and respect all staff, equipment, and office spaces.
• Follow net2phone Canada guidelines with regard to protecting account security and privacy.

What you need to be a Customer Experience Specialist with us.

• 1+ years of customer service/experience
• Outstanding organizational skills with a strong attention to detail
• French-English Bilingualism required.
• Never-ending curiosity (you’re going to meet a lot of different businesses!)

What we offer.

• Join an amazing team culture that values work-life balance.
• Accessible team socials (virtual and in person).
• Learning opportunities and growth.
• Paid time off, sick & family days as well as paid volunteer days.
• Ability to work remotely.
• $2,000 in health & wellness benefits

Job Type: Full Time

Schedule: Monday to Friday 8am-6pm EST, with varying shifts within these working hours. On-call shifts are scheduled on rotation for after hours coverage, approximately 1 on-call shift every 2 months.

Compensation: $ 43,000-47,000 CAD

This is an in-office hybrid position – with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action!

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible.

net2phone Canada is committed to creating an inclusive environment where all employees and clients feel like they belong. We encourage applicants with a wide range of abilities and we provide an accessible candidate experience. Accommodations are available on request for candidates taking part in all aspects of the selection process.