Enercare Inc.

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Markham, ON

Enercare Inc.

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Be the first to review!

Markham, ON

Customer Portal Support Analyst

Markham, Ontario (view on map)

Posted 14 days ago

Job Description

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.

We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.

Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.

Overview:

The Customer Portal Support Analyst will serve as a key player in the support operations of Enercare’s My Account customer portal. The role involves monitoring, and triaging customer issues reported via various feedback channels. You will play an important role in ensuring a seamless resolution process of issues reported through our call center and other channels.

Accountabilities:

• Manage the CXSS team’s support queue, reviewing and resolving issues directly when possible or escalating to the appropriate teams for further investigation.
• Actively track customer feedback submissions. Identify and flag issues related to the customer portal.
• Collaborate with CXSS agile team to understand common customer issues and improve the portal's functionality and user experience.
• Review screen recordings to proactively identify customer friction points & potential bugs.
• Maintain documentation about resolution steps to common customer issues.
• Track and report on common issues, feedback trends, and resolution outcomes, contributing to the continuous improvement of the customer portal.
• Provide updates to stakeholders on issue status, resolution times, and customer satisfaction metrics.

Required Skills and Qualifications:

• Minimum 2 years of experience in a customer-facing role
• Excellent written and oral communication skills
• Strong problem-solving skills and the ability to prioritize issues effectively.
• Familiarity with digital analytics and feedback collection tools.
• Ability to work independently and manage multiple tasks simultaneously.
• Knowledge of digital marketing and user experience best practices is a plus.
• BS in Computer Science, Business Administration or a related field; equivalent experience acceptable.
• Ability to multi-task and maintain high attention to details.
• Proactive self-starter with strong time management and organizational skills.
• Ability to solve problems logically and critically
• A good understanding and working knowledge of the internet, technical concepts (e.g. you understand terms like XML, API, browser, cache, HTML)

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.