Customer Support Advocate

Why you’ll love Softchoice:

At Softchoice, our purpose is to unleash the potential of people and technology.

Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness, where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone, to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our communities.

The impact you will have:

As a Customer Support Advocate (CSA), you will have the opportunity to partner with some of our largest and most diversified enterprise and strategic customers. You will be responsible for helping solve business problems for our customers, while also maintaining and protecting the bottom line for Softchoice. The CSA role is an integral piece of our customer support and growth model and will assist in many areas of the customers’ business, including projects, operational tasks, and integration support. As a result, you will be able to impact directly business outcomes and increase customer satisfaction.

What you’ll do:

• You will work as part of a unified account team in partnership with our inside and outside sales teams.
  
• You will be responsible for researching and fulfilling quote requests, providing complex reporting, and helping to manage a customer’s annuity business.
  
• Effectively resolve customer inquiries and issues, cultivate and maintain customer relationships, and demonstrate an agile approach alongside a strong problem-solving mindset.
  
• CSAs are tasked with staying knowledgeable on the latest technology trends, pricing programs, and selling processes with each individual customer.
  
• Build strong relationships with sales reps, vendors, customers, and other co-workers.
  
• Work effectively with other departments to collaborate and focus on creating the best possible customer experience.
  
• Work closely with the Account Management team and many other internal stakeholders to effectively manage and maintain our customers' annuity business.
  
• Work with Softchoice’s partners & vendors to find the best pricing, product availability, and alternative solutions to solve customers’ needs.
  
• Confidently maintain and update non-standardized customer documentation.
  
• Assist, when required, with project-based activities such as forecasting of equipment delivery, arranging specialized delivery, and maintaining documentation to track the progress of customer projects.
  
• As a team, collaboratively work together to decrease escalations and reduce customer risk.
  

Requirements

• 3+ years of B2B customer service experience (Information Technology industry).
  
• Experience with high volumes of customer requests and inbox management.
  
• Proficient in MS Office tools: Outlook, Word, Excel, PowerPoint.
  
• Experience in Salesforce.
  
• Experience with understanding Microsoft licensing programs is an asset.
  
• Experience in using enterprise-grade reporting tools, such as PowerBI is an asset.
  

Benefits