Senior Customer Support Analyst (Hybrid)

ZEMA Global Data Corporation is a global leader in the development of data management, analysis, and business automation software. ZEMA is our enterprise-level suite of products. ZEMA enables users to capture, transform, manipulate, analyze, report and visualize data quickly and easily. We work with world-class companies in energy, commodities, and finance industry to serve users in trade, risk management and IT. We design and develop ZEMA, a sophisticated suite of products that provide clients with powerful capabilities for data collection, process automation, and business intelligence through web based analytical tools, services, and dashboards. Our head office is in Richmond, BC, and we have operations in Calgary, Houston, Raleigh, New York, London, and Singapore.

Job title - Senior Customer Support Representative

Job Description

About the Role: The Senior Customer Support Representative (CSR) at ZEMA Global Data Corporation will be an integral part of our dynamic global support team, providing "smart, fast, and nice" end-user support through phone, email, and chat tools. As the first line of support for our products, CSRs engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types, with expertise in usage, investment, and basic technical issues. This position will follow a hybrid working schedule, you would be required to come-in our Vancouver, BC office 2-3 days a week.

Job Responsibilities

• Respond to client (end-user) questions and inquiries via telephone, email, and chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs).
• Troubleshoot and investigate client issues, resolving or escalating them appropriately.
• Manage occasionally unhappy client interactions, de-escalating emotionally charged situations when necessary.
• Document all actions in CRM (Service Cloud).
• Balance service-delivery efficiency with quality of care.
• Continuously improve processes, looking for smarter and better ways to serve clients.
• Engage in ongoing education and skill-building (self-administered as well as centrally administered) with respect to service processes, investing, products, and customer context.
• Participate in ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service.
• Provide feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs.
• Assist in the onboarding and training of new CSRs and other new hires who can benefit from product and client understanding.

Requirements

• 5+ years' experience working in a technical support role or similar role
• Excellent written and oral communication skills, with excellent interpersonal skills.
• Strong problem-solving and analytical skills with high attention to detail and excellent time management.
• Sound client service skills with a proactive approach and ownership of issues as they arise.
• Proficiency with Windows-based applications, especially Microsoft Excel.
• Fast learner, flexible, and proven ability to work in a demanding environment with strong multi-tasking skills.
• Good understanding of financial data or experience in a similar field, working with larger quantities of data.
• Bachelor's degree or similar qualification in a technical or financial discipline.

Hiring Locations

• Vancouver, BC

About Us

ZEMA Global Data Corporation (formerly ZE Powergroup Inc.) (ZE) is a global leader in the development of data management, analysis, and business automation software. ZEMA is our enterprise-level suite of products. ZEMA enables users to capture, transform, manipulate, analyze, report, and visualize data quickly and easily. We work with world-class companies in energy, commodities, and finance industry to serve users in trade, risk management and IT. We design and develop ZEMA, a sophisticated suite of products that provide clients with powerful capabilities for data collection, process automation, and business intelligence through web based analytical tools, services, and dashboards. Our head office is in Richmond, BC, and we have operations in Calgary, Houston, Raleigh, New York, London, and Singapore.