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Qureos Inc
Customer Service Representative (REMOTE)Qureos Inc • Ottawa, Canada
Customer Service Representative (REMOTE)

Customer Service Representative (REMOTE)

Qureos Inc • Ottawa, Canada
7 hours ago
Job type
  • Full-time
  • Remote
Job description

Job Title: Customer Service Representative (Remote)
Company: Vena Solutions
Location: Ottawa, Canada (Remote)
Employment Type: Full-Time
Salary: $30 - $35 CAD per hour

Job Overview

Vena Solutions is seeking a dedicated and tech-savvy Customer Service Representative to join our dynamic team. As a key member of our customer support organisation, you will be the first point of contact for clients using our industry-leading, AI-powered financial planning and analysis (FP&A) platform. Vena helps finance teams streamline their workflows and make data-driven decisions by integrating seamlessly with Microsoft technology. The ideal candidate will be a patient, empathetic, and effective communicator, passionate about helping customers solve problems and achieve success with our innovative software.

Responsibilities

  • Provide high-quality, timely, and professional support to customers via email, phone, and live chat.
  • Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries.
  • Effectively diagnose, document, and manage customer issues using our internal ticketing systems.
  • Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools.
  • Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication.
  • Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides.
  • Gather and relay customer feedback to our product and development teams to help shape the future of our platform.
  • Strive to exceed customer expectations and contribute to a culture of service excellence.

Qualifications

  • Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company.
  • Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely.
  • Strong problem-solving and analytical skills with a keen attention to detail.
  • Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment.
  • A customer-centric mindset with a genuine passion for helping others succeed.
  • Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
  • A high level of comfort with technology and the ability to learn new software quickly.
  • Familiarity with financial or accounting principles would be considered a significant asset.
  • Experience with Microsoft Excel and other Microsoft technologies is highly desirable.
  • Benefits
  • Competitive salary
  • Performance-based annual bonus
  • Extended health, dental, and vision benefits
  • Registered Retirement Savings Plan (RRSP) with company matching contributions
  • Paid vacation, personal days, sick leave, and statutory holidays
  • Employer-paid life and accidental death & dismemberment (AD&D) insurance
  • Employee Assistance Program (EAP)
  • Professional development and training opportunities
  • Career growth and advancement opportunities
  • Flexible remote work options
  • Company-provided laptop and home office equipment

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Customer Service Representative (REMOTE) • Ottawa, Canada

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