Service and Support Representative

Job Description

Service and Support Representative:
On behalf of our Professional Services client, Procom is searching for a Service and Support Representative for a seasonal, 6 month contract role. This position is a hybrid position with 2 days onsite at our client’s Toronto office.

Service and Support Representative - Job Description:
The Seasonal Canada Community Engagement Specialist will support the Tax Canada Community Forums as part of the Community Engagement Team. This role involves monitoring daily activities on public forums and ensuring customer contributors receive the necessary care. Specialists will engage in online discussions, offer guidance, and work to improve overall engagement while nurturing relationships with top contributors.

Service and Support Representative - Responsibilities:
• Interact with customers online using unscripted, natural, and transparent written communication
• Be a role model in all online interactions and ensure accurate representation of the brand
• Use exceptional soft skills to acknowledge and empathize with customers
• Develop and nurture relationships with contributors, encouraging community participation
• Plan and execute programs designed to increase community engagement
• Moderate user-generated content in line with terms of use policies
• Execute response plans on sensitive, controversial topics
• Collect data and collaborate with internal stakeholders regarding emerging issues

Service and Support Representative - Mandatory Skills:
• Customer service background preferred
• Passion for online communities, forums, and social media
• Experience interacting with influential users and a broad user base
• Understanding of community principles, platforms, and etiquette
• Exceptional written and verbal communication skills in English or Canadian French
• Ability to multitask and adapt to changing situations
• Strong initiative with analytical and problem-solving abilities

Service and Support Representative – Nice-to-Have Skills:
• Experience in a similar role within a tech company
• Knowledge of Tax software
• Bilingual proficiency in both English and Canadian French
• Previous experience in a remote or hybrid work environment
• Familiarity with data analytics tools

Service and Support Representative – Assignment Length:
This is a seasonal, 6 month contract position.

Service and Support Representative - Start Date:
ASAP.

Service and Support Representative - Assignment Location:
Toronto, Ontario, Canada. Hybrid with 3 days in office.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.