MERX NETWORKS INC.
Ottawa, ON
Customer Support Representative
JOB OPPORTUNITY: MERX is currently seeking to fill the position of:
Customer Support Representative
Location: Nepean, ON
Merx is Canada\'s largest electronic tendering service and a global leader in the development of electronic tendering technology for the public and private sectors.
The Customer Care Representative will receive inbound calls as well as make proactive outbound finance related and up selling calls. Works with phone, internet tools and tracking system to answer questions, solve issues, and determine best service options for customers.
Particular focus on meeting benchmarks in areas such as up selling and cross-selling.
Main responsibilities:
    Supports current customers by answering product and service questions and suggesting information about other products and services available;
    Record all phone calls in a database to ensure proper history and accurate information is available to all associates;
    Resolves product or service issues by clarifying the customer\'s needs, determining the cause of the issue, selecting and explaining the best solution;
    Escalate customer issues to Customer Support Tier 2/Offline if further support is required;
    Complete special projects (as assigned by department team leader);
    Meet and exceed monthly sales targets;
    Develop and/or suggest improvements to existing processes and systems;
    Performs other duties as assigned.
Experience & Education:
    The successful candidate will have 2+ years of experience in customer service;
    Experience utilizing a tracking tool;
    Post-secondary degree preferred. High School diploma required;
    Specialized training in customer care preferred.
Skills & competencies:
    Experience in Outlook, Excel, and Word;
    Strong experience with Web software and the Internet;
    Creative problem solving skills;
    Excellent communication skills;
    Strong organization and analytic skills as well as detailed orientation;
    Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks;
    Proven track record in sales-related activities.
Requirements:
    Flexible work schedule;
    Ability to work under pressure;
    Ability to multitask;
    Team player;
    Excellent organizational ability;
    Ability to work in fast paced environment.
Remuneration and working conditions:
    Competitive base salary with attractive commission plan;
    Work week of 37.5 hours;
    Group Insurance upon hiring;
    Access to a share purchase plan with employer participation;
    Pleasant working environment.
Only selected candidates will be contacted, but we thank you for your interest in the company. The male is only used for the purpose of brevity. Mediagrif applies to a program of equity and equality in employment.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

If you are interested in the challenge, please submit your resume to: careers@merx.com