About this role
Perkopolis, part of PerkSpot, is searching for a  Customer Support Specialist to join our team in Toronto, Canada! Together, Perkopolis and PerkSpot help employees across Canada and the U.S. make smarter spending decisions so they can do more of what they love. We believe every dollar saved can become a stepping stone to a brighter future, whether that’s a special family vacation, a first home, or simply extra peace of mind. As a Customer Support Specialist, you’ll support Perkopolis members, helping them navigate our platform and access their discounts and savings. You’ll become an expert in the tools and resources we use and work closely with colleagues across Perkopolis and PerkSpot to deliver the best possible support to our client partners and their employees. This position is required to be in the office 3 days a week on Tuesday, Wednesday, and Thursday. Our office is located at 3080 Yonge, Suite 4010, Toronto, ON. Working Schedule: Tuesday through Saturday from 11:00 am - 7:00 pm EST   What you’ll accomplish:   Become an expert of Perkopolis' services and processes, as well as our website and user portal  Provide exceptional and timely support to customers via phone, email, and live chat   Document active tickets every step of the way, from inquiry to solution and completion  Actively prioritize support tickets and escalate issues appropriately  Assist with new user setup, account maintenance, and sales projects as needed  Take part in high-level problem-solving in collaboration with your team members and our Senior Manager of Customer Support   Develop relationships with company-wide internal teams and customers to maintain and improve customer satisfaction  Solicit feedback from customers on Perkopolis' service and product; relay feedback to applicable internal teams  Attend regular team and staff meetings to address feedback, changes, and new ideas  Constantly strategize ways to make the Perkopolis experience better and more effective for our members   What we’re looking for:  3+ years of experience in customer support, managing support tickets in various mediums and prioritizing issues according to importance  Basic understanding of computer and home networking terminology, including but not limited to terms like: operating systems, browsers, routers, modems, etc.  Knowledge of Zendesk and background in IM/chat support preferred  Exceptional written and verbal communication skills, with proven interpersonal skills  Highly organized, detail-oriented, and analytical approach to problem-solving  Positive, helpful attitude with the ability to handle challenging conversations in a professional demeanor  Collaborative, team-focused mindset  Ability to work autonomously and manage your own workload  Your first few months --   Providing value doesn’t have to wait, from day one we are open to your big ideas. In your first few months, you will...  Meet the team!  We think our people are pretty great so we want to ensure you’re introduced to all of the right team members to help you succeed. You’ll spend quite a bit of time with your fellow Customer Support Specialists, as well as our Senior Manager of Customer Support.   Get to know PerkSpot!  Immerse yourself in the business, engage with internal stakeholders, and participate in monthly company-wide All Hands meetings.   Sharpen your skills!  You will become very familiar with our customer support processes, our website’s functionality, as well as the tools that we use (Zendesk).