Customer Service Representative (Remote friendly) - Ottawa
Overview:
Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.
Why Imagine?
Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too.Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality. Volunteer in your community and we will pay for that too.
A Bit About The Role:
The primary responsibility of the Customer Service Representative (Tier1) is to respond to general questions from customers, and internal personnel regarding customer issues. Tier1 will be the first level of contact for customers requiring Technical Support of internal products.The Tier 1 Team is responsible for answering calls, Omni-Channel chat, minor troubleshooting, license generation, processing orders for internal and external customers, monitoring service inventory, and general administrative tasks. Must be flexible to work a rotating shift (including evenings, weekends, and holidays).
- Assure constant coverage of the call center phones – 24/7
- Answer general questions from customers over the phone, emails, chat
- Act as a primary contact for Internal technical support staff
- Assist with basic technical support where possible
- Act as primary contact for questions regarding the status of service orders
- Escalate technical issues to the appropriate Support Specialist, Technologist, or Inside Sales Engineer
- Perform all aspects of order entry includes: Receipt of PO, Data Entry of Order, Ensuring Product is shipped out on time, Invoice is sent to customer
- Confirm accuracy of pricing, discounts, model numbers, and obtain configurations when necessary
- Determine sales tax requirements when necessary
- Work with Finance to resolve credit issues and supply supporting documentation when necessary.
- Obtain purchase order and shipping information from the customer
- Complete all Metrix and Oracle transactions timely and accurately
- Follow-up with customers to assure issues are adequately resolved
- Customer support projects
About You:
- College degree preferred
- 1+ year experience providing customer service/technical support
- Working knowledge with Oracle Business Systems, Salesforce preferred
- Proven experience with Microsoft Office
- Superior customer engagement skills
- Ability to work independently
- Comfortable in working in an entrepreneurial, fast-paced business environment
- Exceptional communication and interpersonal skills
- A second language would be considered an asset
Celebrating difference, together stronger
At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect.