Job description

At CCi Global Technologies, we build software that collision repair shops and OEMs across North America rely on every day. We also believe that great work doesn't require five days a week. That's why our team works a 4-day work week, giving you a 3-day weekend every week.

As a Client Service Representative, you'll be the person clients turn to when they need help—answering questions, managing support cases, coordinating follow-ups, and ensuring every interaction is handled with care and professionalism. You'll play a key role in creating a positive customer experience while helping keep operations organized and running smoothly.

This role is ideal for someone who enjoys helping people, solving problems, staying organized, and taking ownership of their work. You'll join a supportive team where your contributions matter, your ideas are valued, and your work has a direct impact on our customers' success.

If you're looking for a career where you can do meaningful work, support great clients, and enjoy the benefits of a 3-day weekend, we'd love to hear from you.

Responsibilities

The Technical Support team member has the following responsibilities as outlined below:

• Case Management and troubleshooting
• Resolve technical support cases and prioritize assigned cases from the Case Manager
• Interact with internal teams, business users and third-party vendors to trouble shoot and resolve complex problems.
• Follow metrics for reporting on key performance and quality indicators pertaining to support cases, particularly in terms of trend analysis, to assist decision making
• Adhere to the support department processes and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
• Accurately document and update records in required systems
• Ensure that the incidents, change, problems, and resolutions are timely and accurately updated and properly documented.
• Assist customers with questions and problems; research and provide a resolution
• Solve problems that may be unstructured and require use of conceptual thinking
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs)
• Maintain a CCi client experience standard.

Skills and Qualifications

• Communication skills. You have outstanding verbal and written abilities. You are an empathetic and active listener, able to drill down through intelligent questions and deep product knowledge. You can navigate customer anxiety, respond with urgency, and translate technical solutions for a non-technical audience.
• Flexibility. You are available to work different shifts as part of a team to ensure our customers receive excellent service.
• The ownership and drive. You’ve never met a technical problem you couldn’t solve by digging into deep research, testing, and connecting with peers. You take pride in helping people engage with technology. You are continuously seeking knowledge and opportunities. You can independently own and meet your deliverables.
• Self-motivated. Highly professional with the ability take ownership and responsibility
• A desire to learn and improve skills and knowledge
• Advanced proficiency in Microsoft Excel
• Excellent customer service experience with clear, articulate phone communication.

Qualifications

• Good knowledge of Microsoft Office 365 suite including Outlook, Word, Excel and Teams

Requirement

• In office work (4 day work week)

Job Types: Full-time, Permanent

Pay: $55,000.00 per year

Benefits

• Dental care
• Extended health care
• Paid time off
• Vision care

Ability to commute/relocate:

• Burlington, ON L7P 4W7: reliably commute or plan to relocate before starting work (required)

Experience

• Customer service: 2 years (required)

Work Location: In person