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About iLobby Visitor Management

iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable, and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency.

At iLobby, we are focused on creating an innovative and collaborative working culture where we value the contribution of everyone. Employee engagement is a key focus area for us, and we encourage participation and the sharing of information and ideas.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.

About the Role:

We're looking for a motivated Customer Support Specialist who is passionate about helping others and resolving issues with a friendly and empathetic approach. You will have the opportunity to showcase your communication and problem-solving skills while also building and enhancing our support team, its functions, and our Help Center. You'll become an expert in our products/services, ensuring that every interaction leaves a positive impression. If you thrive in a dynamic environment where no two days are the same and making a difference is the norm, this is the perfect opportunity for you!

This role is a hybrid position where you'll be required to come into our office twice a week.

Key Responsibilities:

• Customer Assistance: Respond promptly to customer inquiries via communication channels. Provide accurate and helpful information about iLobby’s products and services. Assist customers in troubleshooting and resolving issues.
• Process Improvement: Assist in optimizing existing support processes to enhance efficiency, effectiveness, and customer satisfaction. Implement scalable solutions to ensure seamless customer experiences and swift resolution times.
• Issue Resolution: Investigate and resolve customer complaints or concerns in a timely and empathetic manner. Escalate complex issues to the appropriate departments when necessary. Follow up with customers to ensure their issues are resolved to their satisfaction.
• Product Knowledge: Develop a comprehensive understanding of iLobby’s products and features. Stay up-to-date with product updates and changes.
• Knowledge Base Development: Collaborate with cross-functional teams to create and maintain a comprehensive knowledge base. Develop and update support documentation, trainings, and self-help resources to empower customers and our team members.

Requirements:

• 2+ years of experience in a customer-facing role in a fast-paced and technology-driven environment.
• Tech-savvy
• Meet personal/team KPIs by way of CSAT and response times.
• Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
• Strong problem-solving skills, the ability to think quickly on your feet and have a keen eye for process improvement opportunities.
• Patience and empathy when dealing with customers, maintaining composure in challenging situations.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with customer support software and tools such as Zendesk, Microsoft Teams and Help Centers is preferred.
• Detail-oriented, well organized, efficient with time management.
• Dedicated to putting the customer first and ensuring an exceptional user experience.
• Results-driven, strategic thinker.
• Exceptional organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Passion for delivering exceptional customer experiences and a dedication to ensuring customer satisfaction.
• Ability to work collaboratively across teams, fostering strong relationships and promoting a positive work environment.

Why work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard, and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

🩺 Comprehensive health coverage (includes dental and vision coverage)

🏠 A Hybrid work environment with our office based in North York, Toronto

💡 Opportunity for advancement and growth

🍕 Catered Events, Snacks, Drinks – You won’t go Hungry!

🥳 Birthday and Life Celebrations

🎉 Two annual parties in a year

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

iLobby Website: www.ilobby.com

Follow us on LinkedIn: https://www.linkedin.com/company/ilobby-visitor-management

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

To apply: Please apply through LinkedIn job posting.

Requirements

• Work Permit