Customer Service Associate

The Customer Service Associate should be a motivated and customer-focused individual specializing in our SAAS product. In this role, you will be responsible for providing exceptional service to our customers, assisting them with technical issues, and ensuring their overall satisfaction. This is an entry-level position that offers excellent growth opportunities within our organization. 

 Duties & Responsibilities    

•  Handle incoming customer inquiries and issues via phone, email, and chat, providing prompt and accurate responses 

• Identify and troubleshoot technical problems reported by customers, working closely with more senior team members to resolve issues effectively 

• Guide customers through product features and functionalities, explaining processes and providing step-by-step instructions 

• Ensure high customer satisfaction by maintaining a friendly and professional demeanor, actively listening to customers' concerns, and taking appropriate actions to address them 

• Document customer interactions, including details of inquiries, issues, and resolutions, in our customer relationship management (CRM) system 

• Continuously expand product knowledge to stay up-to-date with new features and enhancements, enabling you to provide accurate and relevant information to customers. 

• Identify opportunities for improvement in customer service processes and workflows, contributing to the enhancement of customer satisfaction and operational efficiency. 

• Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings. 

• High school diploma or equivalent; relevant certifications or technical degrees are a plus. 

• Effective verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner 

• Problem-solving and analytical skills to diagnose and troubleshoot customer issues effectively 

• Empathy, patience, and a customer-centric mindset to handle customer inquiries and concerns with professionalism and empathy 

• Ability to work in a fast-paced environment, multitask, and prioritize workload effectively 

• Familiarity with SAAS products, cloud computing concepts, and basic technical terminology is preferred 

• Proficiency in using CRM systems and other customer support tools is a plus 

• Availability to work flexible hours, including evenings and weekends, based on customer demand 

  Core Values 

All qualifies applicants must embody the characteristics outlined in our Core Values –  

• Ownership - We care, are accountable, and persevere. 

• We take responsibility. We don’t wait - We are empowered to act. 

• At Datascan, Details matter! 

• Collaboration – We are team-oriented, easy to work with, and open. 

• We work together, ask how we can help, and celebrate as a team. 

• At Datascan, Different perspectives matter! 

• Execution & Excellence – We are focused, relentless, and dedicated. 

• We have a vision. We know what we want to achieve. We have the right people for the job. We question the status quo and embrace change. 

• At Datascan, We measure what matters! 

• Solution- Oriented – We see solutions, not just problems. We have a positive attitude. We innovate. 

• We ask the right question, focus on results, and welcome change. 

• At Datascan, Doing what it takes to get the job done matters! 

• Do What’s Right – We make good decisions, act with integrity, and have respect. 

• We behave in a way that does the right thing for our company, our people, and our customers. 

• At Datascan, Doing the right thing matters! 

Work Hours    

This role’s schedule corresponds with the assigned shift in the 24/7 support schedule.  This position may require periodic off shift working hours in the form of Service level overflow assistance.  To maintain consistent delivery of customer support between the shifts, off hour collaboration with other shift supervisors will be required, and timing of such meetings will be determined by a collective agreement between the parties.   

This position is a remote position with occasional work from the office for business need.