Customer Care Associate
Axiom Real-Time Metrics
Toronto, ON
The Customer Care Associate assists in maintaining day to day customer relations and ensuring world class support.

Responsibilities and Duties

Your core responsibilities as a Customer care Associate would include the following:

Provide professional assistance to global end-users with customer service and technical inquiries
Maintain ownership of open incidents and provide End-Users with status updates until a resolution is reached
Investigate and troubleshoot issues, escalating to the appropriate teams when necessary
Track and report all inquiries / issues within Axiom’s ticket management system
Issue training certificates to end-users upon training completion
Document study-related contact information and activate electronic signatures
Actively participate in internal training sessions and stay up-to-date on key study information
Assist the Project Management Team during initiation, maintenance and close-out of projects, which may include training, client communications, implementation of new / updated functionality and validation
Build professional working relationships by providing prompt, enthusiastic and accurate customer service
Distribute customer satisfaction surveys and collect end-user’s feedback
Work across multiple time zones and communicate with remote team members
Maintain a working knowledge of Axiom’s products and services.
You are the first point of contact with our End-Users and as such, will provide outstanding customer support that mirrors the quality of Axiom’s products and services.

Qualification and Skills:
The Candidate:
You are smart. You are driven. You like working with others who are smart and driven. You are ready to take your career to the next level in a fast moving and growing organization.

Having an interest and curiosity for science and technology, you want to work with an organization that makes a difference in people’s lives, one that truly partners with its employees and its clients; clients who are at the forefront of research in their disciplines.

What you bring to the table:
Minimum 2 years in a Customer Service environment.
Ideally the candidate should have a bachelor’s degree (i.e. BSc, BA)
Experience in the technology, pharma or healthcare industries an asset.
Strong attention to detail.
Excellent oral, written communication, time management and organizational skills.
Ability to work independently in a team environment.
Proficient in Microsoft Word, Excel, Power point, Project and Outlook.
All interested applicants are requested to submit a resume and cover letter. We thank all applicants for their interest but only those selected for interview will be contacted. Applicants must have current work authorization in Canada.

No phone calls or third-party recruiters please.

Benefits:
Company paid medical, dental, vision, Healthcare Spending Account.

Job Type: Full-time

Experience:
Customer Service: 2 years