Customer Support Specialist - Position # CSS
Location: Calgary, AB/Vancouver, BC

ENABIL provides a range of customer care and billing services with the flexibility to select only those services and solutions you need today, without limiting future options as your enterprise grows or as business conditions change.

We offer:

• Best-of-fit customer care and billing solutions
• Comprehensive, fully managed outsourcing solutions
• Professional services

Our solutions enable you to acquire customers, approve credit, activate service, invoice and collect from subscribers, handle customer enquiries, introduce new services and create competitive rate plans.

As a member of a highly specialized cross-functional team, the Customer Support Specialist serves as the key liaison between ENABIL Solutions and their customers. With knowledge of the applications and the customer’s business processes, this role will provide first level support for ENABIL Solution’s customers by ensuring all of the inquiries and services exceed their expectations in terms of responsiveness, completeness and accuracy.

Superior customer focus with strong interpersonal flexibility is as important as technical know-how, and the innate ability to quickly investigate and resolve problems.

Duties and Responsibilities:

• First point of customer contact to support day-to-day requests and inquiries.
• Understanding of our customers’ business processes in order to anticipate and support their needs.
• Serve as a visible spokesperson and advocate for the customers.
• Ensure that user problems are addressed in a timely fashion through problem recognition, research, isolation and resolution with appropriate follow up and engagement with key stakeholders.
• Responsible for overall integrity of RemedyTM problem management information through ensuring accuracy of the data and meeting of service level targets.
• Coordinate customer approvals for software code movement, production implementation schedules and bill select approvals.
• Prepare and provide weekly and monthly customer service level reports, trouble ticket reports and others as required.
• Provide coverage to address the needs of our customers across multiple time zones.
• Occasional travel to customer sites may be required.

Employment requirements and Education:

• 1 - 3 years working knowledge of Customer Care & Billing applications is desired.
• Previous experience as a Business Analyst is an asset.
• Experience working in a customer focused environment.
• Certificate program, College diploma, or University degree in Information technology, Marketing, or Communication would be an asset.
• Strong written and verbal communication and interpersonal skills that support exceptional customer service using a consultative and collaborative approach.

If this opportunity interests you, please submit your resume in Word or PDF format to careers@enabil.com and refer to #CSS0908 in subject line. We thank all applicants for their interest, but only those being considered for interviews will be contacted directly. No telephone inquires please.