Operations Support Mgr-Customer Support Representative

Strive to provide excellent service standards resulting in overall customer satisfaction and retention.

You will aid in fostering and growing customer relationships.

Partner with an interdependent account team as needed.

Champion TELUS Agriculture and Consumer Goods within customer organizations while advocating internally for them.

Aid in maintaining first-line-of-support for TELUS Agronomy and any other online platforms.

Provide an excellent customer service experience to all customers, especially regarding time sensitive issues.

Conduct timely, knowledgeable, and friendly phone ,email, and chat support for clients both during hours and off hours, when necessary.

Effectively track all communications with customers in the company CRM.

Follow a structured and comprehensive onboarding process for both online and mobile customer accounts and maintain a good account structure in the system for the customers.

Conduct webinars, track attendance, quality of content and provide updates on newly released features.

Assist with data migration from 3rd parties as needed.

Collaborate with the Enterprise Account Manager on a regular basis on any and all enhancement requests, account modifications and user feedback to ensure a seamless understanding of the customer’s account and needs.

Proficiently anticipate, identify and resolve customer concerns promptly and effectively

A remarkable aptitude for assisting and training customers with technology

Act with a sense of urgency execute and implement strategies that positively impact adoption and grow client usage of Agrian software

Provide support for key customers via phone or email outside of documented business hours as necessary

See tasks through to completion regardless of obstacles