Customer Care Associate - Remote

Overview

Esri Canada has an exceptional opportunity for a Customer Care Associate to join our Customer Support department. This role is responsible for ensuring a seamless post-sales experience by managing customer transactions with precision and care.

In Short

• Report to the Manager, Customer Care and Renewal Management.
• Provide an exceptional customer experience throughout the sales delivery process.
• Facilitate order management, ensuring accuracy and timely completion.
• Serve as the primary contact for customers via phone, email, and chat.
• Develop a strong understanding of Esri Canada’s products and licensing solutions.
• Maintain positive relationships with customers and partners.
• Document customer interactions in the CRM system.
• Collaborate with other departments to enhance customer satisfaction.
• Maintain a strong sense of urgency regarding customer issues.
• Adapt to product and process changes quickly.

Requirements

• University degree or equivalent work experience.
• Minimum 3 years’ experience in customer service, preferably in software.
• Minimum 2 years’ experience with Microsoft Office and CRM systems.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to work under pressure.
• Ability to work independently and in a team.
• Attention to detail and data accuracy.
• Willingness to work flexible hours, including evenings.
• Ability to learn new technologies quickly.
• Knowledge of Esri Canada’s products and services.

Benefits

• Work from Home or hybrid work options.
• Generous Paid Time-Off, including 3 weeks of paid vacation.
• Comprehensive health benefits plan.
• RRSP match increasing with years of service.
• Training and development programs.
• Company perks including discounts on gym memberships.
• Company-sponsored events and social activities.
• Employee-driven initiatives like yoga sessions and book clubs.