Senior Customer Experience Specialist

Company: Avanti Computer Systems Limited
Position Location: Avanti’s head office, 251 Consumers Road, Suite 600, Toronto, ON

About Avanti

Avanti Systems is an Independent Software Vendor (ISV), who since 1984, builds, develops and sells Print MIS software (management information system) to the Print Communications industry. Today, Avanti sells the award-winning Print MIS on-premise and cloud-based platform Avanti Slingshot® in North America and the United Kingdom. At Avanti, our goal is to help print service providers deliver more jobs, in less time, integrated into one powerful Print MIS platform. We connect islands of automation, eliminate breakpoints in workflow, and get customers the information they want – when they want it, and where they want it – easily. From order entry through to production and billing, Avanti Slingshot® enables our customers to work more efficiently, control their costs and move more jobs through their shop with ease.

Avanti provides employees with a supplementary benefits program. The benefits represent an important and integral part of each employees’ total compensation package. Employee benefit eligibility may vary based on employment status and or length of service.

 

Position Summary

Reporting to the Manager, Customer Experience Group, as the Senior Customer Experience Specialist, you will work directly with customers, providing product support and guidance with top-of-flight customer service skills.

 

Purpose/Accountability:

  • Learn the product platform and utilize documentation, previous ticket history and training to service customer requests
  • Respond to high profile, high impact customer escalations in a fashion that inspires confidence and continued customer loyalty
  • Aims to delight every customer they interact with by providing a world-class support experience
  • Utilizes a fantastic personality and excellent communication skills to advocate for customers internally
  • Proactively manages customer expectations and relationships internally (development, testing) to ensure the best outcomes

 

Requirements:

  • You are passionate about technology with a proven technical aptitude
  • You have a love for collaboration and dedication to providing a world-class customer experience
  • Knowledge of common Customer Experience solutions and workflows
  • Comfortable juggling multiple deliverables with a ‘get it done’ attitude
  • Experience with Zendesk, JIRA and other similar platforms
  • Moderate technical skills (Windows, SQL Server, scripting) a plus
  • Empathy and a unique ability to understand customer needs
  • Excellent executive communication skills, interpersonal skills, and eloquent writing skills
  • Strong sense of ownership and pride in all work delivered
  • Able to work a flexible schedule as needed including the possibility of shift work to cover our customers in different time zones
  • 5+ years of relevant experience

 

Relevant Background:

  • Bachelor of Computer Science, Business Administration or experience at a technology company or relevant consultancy is ideal
  • Experience supporting Enterprise Size ERP customers
  • Knowledge of Commercial Print Workflows a plus

 

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