Employer: Edisoft Inc.
Position: Customer Success Analyst
Terms of Employment: Full-time / Permanent
Location: Toronto, Ontario
Employment Address: 80 Richmond Street West, #1900, Toronto, ON, M5H 2A4
Hours of Work: 40 hours/week
Language: English
Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for Medical Insurance, Dental Insurance and Life Insurance.
Salary: $71,000 CAD per annum
Contact: Please send resumes to hr@edisoft.com and include “Customer Success Analyst” in the email subject line.
Job Summary:
The Customer Success Analyst is an ambassador of the Edisoft brand, working directly with leading supply chain companies to deliver and support Edisoft’s innovative products and services. Day-to-day activities include assisting customers with the onboarding of new business or trading partners, as well as troubleshooting operational and technical challenges and actively proposing solutions to customers.
Duties:
• Communicating electronically and in person to provide Tier 1 and Tier 2 technical support for inbound requests, per Edisoft’s Service Level Agreement (SLA) and operational procedures
• Providing project implementation services per Edisoft’s PDLC (Project Delivery Life Cycle)
• Identifying opportunities where customers can improve their supply chain operations, based on existing features and functions of Edisoft’s products and services
• Reproducing, diagnosing, and resolving technical problems encountered by users
• Providing advisory services to users in addition to product information and/or training of Edisoft’s products and devices, as well as migration options from older product versions
• Managing inbound requests and resolving customer concerns related to account, license, or billing information
Requirements:
• Completion of College or University program for information science, computer science, or other technology-related program
• Certification in Microsoft Azure, Cyber Security, Microsoft MS-900 and IT Help Desk Professional is required
• 3+ years of experience providing exceptional customer service
• Proficient in software application installation, configuration, networking
• High level of understanding, patience, professionalism and empathy when dealing with customers
• Demonstrated track record of meeting goals and achieving high levels of customer satisfaction
• Strong written and verbal communication skills
• Excellent time management and ability to prioritize tasks
• Analytical skills, critical thinking, problem solving and ownership for quality of work
• Strong planning and organizational skills, with attention to detail
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