CAREERS @ VISIONMAX

Call Centre Service Analyst

Customer Care of the Future (CCF) – Who We Are:

Customer Care of the Future (CCF) in partnership with VisionMAX Solutions Inc. is focused on delivering new and advanced customer service and support experiences for diverse range of companies. We are partner funded by existing companies that have serious motivation and interest towards improving service experiences at both the employee and customer levels. Current initiatives include developing and deploying our advanced automated agent assistant technology on a Retail Point-of-Sale platform for several very large world class mobile communication companies.

This is a rare opportunity to join a collaborative team of self-driven individuals, who thrive on working in a fast paced environment, constantly organizing priorities and goals to consistently deliver on expectations to our customers. In this role, you will be the unquestioned expert in supporting Point of Sale and Automated Customer Service applications. You will be sought out to assist customers daily, creation and delivery of automated training content, working with development and product management to continually improve our services and applications.

Position Summary:

Presently, we are looking to hire 4-6 Support Analysts having strong spoken and written communication skills with a mix of English plus French or Spanish or Dutch.

All Support Analysts are responsible for providing complete level-2 premier support to our Fortune 100 customers for our advanced Retail Point of Sale and Automated Customer Service and Training Applications.  Reporting to the Manager of System and Services Delivery you will work daily supporting by phone, email, web-chat or as a syntactic analyst you will provide exceptional end-to-end technical solutions to support our customers.  Additionally, these roles are key in expanding our new Call Centre consisting of 10-15 Support Analysts (7x24) to support our growing software client base.

Responsibilities:

• Providing technical solutions, advice and counsel by telephone, web-chat, email and/or synthetic agent tools
• Maintaining application systems in a lab environment to prototype and test operation of our application software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis
• Researching and authoring new automation routines for submission into our Automated Agent Services platform and Knowledge Center
• Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered while escalating to software development teams.
• Playing a key role in beta programs, providing input on feature specs, supportability and quality
• Partnering with Development Support / Senior Analysts / Project  Managers to provide the best support for Premier customers
• This unique career opportunity further allows you to utilize your full complement of skills and experience by occasionally providing onsite customer training and incident investigation, delivering Webinars for knowledge transfer for both our Premier Customers as well as your peers, producing executive-level summaries for critical.
• Passion for customer experience, delivery and customer satisfaction, driven by the ability to see the "big picture" while working “outside the box”.
• Highly developed and influential communication, facilitation and presentation skills
• Excellent relationship management skills

Qualifications & Skills:

• Proven experience and success in a complex and technical service support organization. 
• Post Secondary education in a computer related discipline
• Professional experience providing technical support through a variety of interaction channels of Telephone, Web, Chat and syntactic agent.
• Advanced level knowledge and hands-on experience with the following: Microsoft Office Suite, 2000/2003 Server, Windows 2000/XP, Microsoft Exchange Server Outlook, Flash, Video editing suites, HTML, Java.
• Proven application of sound troubleshooting strategy under conditions of critical severity with large enterprise customers and/or mission critical organizations
• Effective management of time and tasks
• Flexibility to work overtime, weekends, on call and or evenings in rotating shifts
• Demonstrated ability to communicate clearly, concisely and professionally and to think in a cognitive and autonomous nature
• Training material creation and documentation skills.
• Experienced in Quality Assurance and SDLC

Additional Assets:

• Technical Certifications such as ITIL, CLP (Lotus), MCP or MCSE
• Strong communication skills with a mix of English plus Spanish or French or Dutch
• Multi-tier Escalation process
• Experience working on Sev1 issue support teams
• Previous working knowledge supporting retail point of sale, self service web/chat and or IVR service platforms
• Adult Training experience (must have valid passport)

What We’re About:

Are you an experienced and energized professional looking for an exciting growth opportunity? If your service and support ideas aren’t being realized then come join our growing team, let’s move our client base to the next level of customer experience, support and entertainment.

If this sounds like the ideal job for you, please email your resume to RecruitingTheBest@visionmax.com and quote the job title in the email Subject Line. 

Note:  Due to volume of response, only those selected for an interview will be contacted.