Job Customer Support Analyst

Job Description

We are looking for a dedicated and enthusiastic candidate to provide exceptional customer support to Rewind’s customers. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

This is a full time position based in Vancouver, Canada with a 9am - 5pm PST shift. Participation in an on-call rotation, including weekends, will be required to provide continuous support to customers. Some work on statutory holidays may also be required. This role may grow to include expanded hours of operation in the future.

The Role

The Customer Support Analyst functions on the front line interacting directly with both customers and internal stakeholders. You will take ownership of tickets, ensuring complete resolution while fostering strong relationships with our customers along the way. Customer Support Analysts need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism.

A Typical Day:

Complex ticket management: Provide the highest level of service to our customers in each and every ticket

• Interacting with Rewind customers and internal stakeholders through all current and future channels, including email, live chat and phone

• Taking end-to-end ownership of all assigned tickets: ensuring a complete final resolution is reached based on workflows & management guidelines, fostering the relationship with our customers along the way, and escalating accurately to other teams when appropriate

• Demonstrating ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval

• Being highly receptive to feedback, and quickly adopt behaviors to improve the quality of your work

• Understanding multiple perspectives on a topic or situation, and being able to evaluate and present multiple options for addressing a problem

• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to our customers, ensuring their unique needs are met with the highest level of care and attention.

• Displaying an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution

• Proactively anticipate and identify opportunities to enhance the customer experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Rewind

• Resolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances

• Personalizing communications to customers, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Providing insights about customer experience and continuous improvement opportunities to your Management

• Helping document ways of working, best practices, and the norms for your service(s) as requested by management

• Sharing ideas to improve processes and ways of working

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displaying openness and approachability when resolving issues

• Understanding key drivers of your function and how they relate to one another, as well as the business impact of those metrics