Customer Service Desk Technician (Hybrid/Remote - Waterloo, ON)

Company Overview

IMS is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises.

We are proud to be the developer of the industry-acclaimed; cloud-based Drive-Sync connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving Safer. Smarter. Greener.

Description

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service that is low-cost and scalable.

The purpose of the Customer Service Desk Technician role is to deliver the IMS products to customers, keep them working, validate the data produced, and provide a seamless customer journey to issue resolution.

This position is a vital component of the business, and is responsible for :

• Managing incoming customer queries allocating them to appropriate fulfillment
• solutions and enabling completed tickets to be effectively communicated
• Arranging for new enrolments to go ahead as planned
• Provide st response resolution to queries related to IMS products where applicable
• Helping customers troubleshoot any product issues they may be experiencing
• Provide a single point of contact for customers via multi-channel methods and create a seamless transition to appropriate resolution teams

Requirements

We know you will have a wide skill set, but to thrive in this role we think you will need :

• Experience working in a contact center or service desk environment
• Experience in a customer-facing role
• Great written communication, verbal communication, and professional telephone manner
• Ability to work independently with limited supervision
• Experience across a wide range of IT systems with a proven capability to learn new systems quickly
• Strong organizational skills and the ability to work well under pressure in a busy environment with a focus on delivering great customer service
• Strong computer skills and good knowledge of Microsoft Office applications

Bonus Skills :

• Previous experience working with Insurance or data products
• Previous experience in analyzing and interpreting large data sets
• ITIL Foundation certified, working towards certification, or general experience

Why should you join us?

• Brand new collaborative, open-concept office for those days when you want to work collaboratively in person! We’re located in the Waterloo tech hub : the David Johnson Research + Technology Park
• Flexible remote working options
• Opportunity to work within a global team
• We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times!
• We want to see you grow and do great things! We’re committed to your personal and professional development
• Company-paid group health (and dental) benefits program, with no waiting period - they start from day one!
• RRSP matching program
• Flexible holiday policy to really make the most of your time and wellbeing

Work From Anywhere' Policy - work almost anywhere in the world for days per year!

• Paid volunteering days
• Employee Assistance Program and an enhanced maternity / paternity package
• Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards!

Even if you do not meet all of the above criteria, please consider applying! If you have any questions, do not hesitate to get in touch with our HR team, at

IMS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.