176 Resolving Escalated Customer Issues jobs in Brampton

Job Description

Rose Rocket

Job Description

Salary:

At Quarterback Transportation we believe that people make the difference. We are looking for professional, hardworking, outgoing individuals to join our team.

By joining Quarterback Transportation, you have the opportunity to learn from an industry leader where you will gain knowledge and skills to help you get to the next level.

Our Sales Coordinator role is responsible forsupporting the sales team with various tasks involving account management.

Who Are We?

Quarterback Transportation is a fast growing freight brokerage and third party logistics provider with offices in Toronto, ON and Cincinnati, OH. We have been considered one of GROWTH 500s fastest growing companies for the past seven years. We specialize in arranging truckload shipments of dry, specialized, and temperature controlled products across North America. Our team is made up of dynamic, friendly, fun, risk taking people who want to help us continue our growth into the future!

Responsibilities:

• 
  Communicating with decision makers and facility reps on a day-to-day basis regarding pickups and deliveries
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  Accepting customer orders via phone, email, portals, and EDI
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  Entering and auditing orders in TMS
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  Coordinating and scheduling desired pickup and delivery appointments with shippers and receivers
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  Handling and resolving any issues from operations regarding shipments i.e. delivery delays, missing account information and documents
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  Monitoring available orders in TMS and escalating with Operations accordingly
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  Entering and updating account data into TMS
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  Compiling sales data to create daily and monthly reports on revenue, targets, etc.
• 
  Coordinating with Accounting department to obtain credit for accounts
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  Prepare pricing for RFP submission
• 
  Update, remove and add prospects in Salesforce
• 
  Other duties as required
  

Qualifications:

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  2 years of previous customer service experience
• 
  Previous experience as a sales coordinator is an asset
• 
  Strong command of the English language
• 
  Excellent computer and typing skills
• 
  Ability to work in a team environment and build strong relationships
  

Perks of Working at Quarterback:

• Growing, fast-paced company with opportunity for advancement
• Strong team oriented culture

Quarterback Transportationis an equal opportunity employer committed to diversity and inclusion. Quarterback Transportation will accommodate the needs of applicants with disabilities throughout all stages of the selection process.If you need accommodation during the recruitment process, please advise your Talent Acquisition Representative.

Job Description

What You’ll Do – The Role (Responsibilities)

• Ensure all customer interactions (both internally and externally) are performed to the expectations of excellent customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.
• Maintain open communication with Service Managers to maximize awareness of field operations and requirements.
• Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.
• Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
• Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response. Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.
• Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) – ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.
• Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72hours of the work performed.
• Monitor multiple National Smart Lists to determine available calls that can be invoiced.
• Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contracts.
• Process invoices and forward them to our customers by mail or email, adjusting invoices as needed with the required credits.
• Monitor return invoice inbox for customer correspondence and rejected invoices.
• Follow up with the branches, technicians for completion of documentation.
• Verify that all supporting documentation is attached to each invoice.
• Ensure metrics set in place with monthly goals are achieved.
• Attend quarterly meetings and be ready to share ideas revolving around invoicing.
• Coordinating warranty work– ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
• Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.
• Verifying technician timecards – submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.
• Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.
• Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.
• Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

What You Need (Requirement)

• Minimum 2 years’ dispatching experience in a similar industry.
• Demonstrated ability to troubleshoot basic questions of a technical nature.
• Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
• Time management, accountability, and dependability.
• Excellent communication; verbal and written.
• Excellent problem solving, negotiation, and decision-making skills.
• Excellent organizational skills with strong multi-tasking capabilities.

Job Description

Description

We’re looking for a Manager, Customer Support Enablement to join the AgencyAnalytics team!

AgencyAnalytics helps digital marketing agencies grow by simplifying client reporting and empowering them through automation. Our team is fast-moving, collaborative, and passionate about building tools that make our customers’ lives easier, and we’re just getting started.

In this role, you’ll lead the strategy and execution of all support enablement content at AgencyAnalytics. From our internal and external Knowledge Bases to our Learning Management System (LMS) and customer webinars, you’ll own the programs that educate, empower, and elevate both our Support team and our customers.

You’ll collaborate across departments, including Product Marketing, Customer Success, and Customer Support, to deliver high-impact content that helps our customers succeed and our team scale efficiently. If you’re passionate about learning, storytelling, and using technology (including AI) to help people do their best work, this is the role for you.

We’d love to hear from you, even if you don’t meet 100% of the qualifications listed below.

• Own and scale all Support enablement content across our Knowledge Base, LMS, and webinar programs.
• Define the strategy for our Knowledge Base to ensure customers can self-serve quickly and confidently.
• Partner with the People team to design training programs that accelerate onboarding and drive continuous learning.
• Collaborate with Product Marketing to develop engaging webinars that boost customer adoption and product understanding.
• Explore and implement AI and automation tools that streamline content creation and improve relevance.
• Build and maintain clear style guides that ensure consistent, on-brand communication across all channels.
• Mentor and grow a small team, ensuring high-quality output and cross-functional collaboration.
• Analyze engagement and performance data to continually improve content and outcomes.

• 5+ years in Enablement, GTM, or a similar role creating and managing educational content for customers or internal teams.
• Proven experience developing content strategies that support customer success and team enablement.
• Strong leadership and stakeholder management skills, with experience in mentoring and developing others.
• Excellent writing and editing abilities, with a knack for tailoring content to different audiences and formats.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• A data-driven mindset and experience turning insights into actionable improvements.
• Curiosity about emerging content trends and the responsible use of AI to scale enablement.

Bonus points if you have:

• Experience in a Customer Support environment and familiarity with support workflows.
• Hands-on experience managing an LMS, building onboarding paths, or developing training programs.

Our base salary for this role ranges from $86,400 to $129,600 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.

Job Description

BIG Opportunity:

Looking for a motivated Insurance Account Manager to join the team at the Billyard Insurance Group (BIG) Mississauga West Office. Must be committed to providing legendary client service.

Our brokerage has a great philosophy; motivate your staff to succeed and you will succeed as a brokerage. We put as much emphasis on you as a person as we do on the skills that you bring to the table. There is something special about being an employee at the BIG and we take that mindset into our onboarding decisions.

Our Account Manager position requires a relationship-oriented individual with strong organizational and analytical skills, with an emphasis on telephone and computer skills. Please note, that this is NOT a remote position. A hybrid work situation can be discussed.

Job Details:

• Support the sales team while providing a superior level of service.
• Administer, support, and complete policy changes within our company partner’s portals and websites.
• Review policies and recommend coverages based on individual consumer needs, when required.
• Adhere to the underwriting criteria set out by our broker partners.
• If you enjoy occasionally selling policies we do not remove this function; we encourage you to do so.
• Coordinate and follow up on client documents.
• Quoting new clients and completing applications
• You have the option to also earn commission on any independent sales you make.

Qualifications and Attributes:

• RIBO Licensed – Previous insurance experience required.
• Technology-oriented.
• Ambitious and competitive.
• Thrives in a fast-paced environment.
• Positive attitude.
• Customer focused.
• Looking to grow with a rapidly expanding company.
• Punjabi/Hindi languages are an asset.

If you can see the BIG picture and the above description sounds like you, we encourage you to apply. Please attach your resume with your application.

About Billyard Insurance Group

The Billyard Insurance Group Mississauga West office is co-owned by two of the best insurance professionals in the Greater Toronto Area (GTA). We provide our clients with over 30 years of combined insurance experience. Each of us has worked at big insurance corporations prior to opening this Billyard Insurance Group Mississauga West office. We offer a variety of insurance services and products at our office which is located in the heart of Mississauga between Hurontario and Mavis. Our office is located at 208-320 Matheson Blvd W. Mississauga, ON.

Job Types: Full-time, Permanent

Benefits:

• Dental care.
• Extended health care.
• Personal/sick days.
• Paid time off.

Language :

• English (required).
• Punjabi/Hindi (preferred).

Work Location: Hybrid

The Billyard Insurance Group Mississauga West office is co-owned by two of the best insurance professionals in the Greater Toronto Area (GTA). We provide our clients with over 30 years of combined insurance experience. Each of us has worked at big insurance corporations prior to opening this Billyard Insurance Group Mississauga West office. We offer a variety of insurance services and products at our office which is located in the heart of Mississauga between Hurontario and Mavis. Our office is located at 208-320 Matheson Blvd W. Mississauga, ON.

Job Description

Salary:

Role Summary

This individual will have at least one-two years experience on an IT support help desk to support a customer account in the healthcare sector. Microsoft experience is required, and certification is preferred. Experience with Microsoft Windows Server and EPIC are highly desirable. Experience working in successful, high growth organizations will be a plus. The role is for a 24x7 NOC and will require onsite shift work and some flexibility in work hours.

Key Responsibilities

• Help desk support.
• Communicate easily with senior client IT personnel, front-line client IT personnel and coworkers.
• Troubleshoot and resolve customer support incidents within the SLA paying special attention to customer satisfaction.
• Microsoft Windows server, and Active Directory support and administration.
• Maintain customer support documentation.

Required Personal Skills:

• Strong analytical and problem-solving skills.
• Strong interpersonal and customer service skills.
• Excellent verbal and written communication skills with an ability to develop rapport with clients and co-workers.
• Highly motivated with the ability to work well independently and in a team environment.
• Ability to multi-task in an environment with changing priorities keeping customer service as the prime focus.
• Ability to perform in a constantly changing and growing environment
• Enjoys working in a busy environment and can demonstrate high level of creativity, attention to detail, and adaptability.

Technical Skills:

• Minimum 1-2 years IT support help desk experience.

Experience with any of the following technologies would be definite assets:

• Microsoft Windows Server
• EPIC
• MEDITECH
• VMware vCenter
• VMware Horizon
• Citrix

Educational Requirements:

• Post-Secondary Business or Computing Science degree/diploma (or equivalent work experience).
• Current MCITP, MCSA or MCSE.

Job Description

Software International (SI) supplies technical talent to a variety of clients ranging from Fortune 100/500/1000 companies to small and mid-sized organizations in Canada/US. We are currently searching for a Bilingual Technical Customer Support Specialist - English & Spanish- Remote for our IT Financial Services SaaS client for their North American/South American operations.

Role : Bilingual Technical Customer Support Specialist - English & Spanish- Remote

Type: Fulltime, Perm

Salary Range: $70,000 - $77,000 CAD as base depending on overall experience + 3 weeks paid vacation + stat holidays + sick days

Location: remote - client is based in Toronto, ON

Our client delivers innovative technology solutions that make cash processing and transportation more efficient, helping cash remain competitive in an increasingly digital payment landscape. They are currently adding a Technical Customer Support Specialist - Remote to support business in North and South America. The head office is based out of Toronto, ON.

Role Overview

Our client is seeking a Bilingual Technical Customer Support Specialist - English & Spanish- Remote to join their team in a full-time, remote capacity. This role is ideal for someone who excels at delivering exceptional customer service, enjoys solving complex problems, and thrives in a client-facing environment.

As a key member of our support team, you will be responsible for onboarding new clients and ensuring their continued satisfaction with our world-class SaaS solution for cash processing and transportation. You will guide clients through the setup process, provide training, troubleshoot issues, and help them optimize their operations using our software.

• Lead onboarding processes for new clients, including training on system features and functionality.

• Demonstrate effective use of our SaaS platform to optimize cash processing and transportation operations.

• Respond to customer inquiries and resolve technical issues in a timely and professional manner.

• Provide proactive support to ensure ongoing customer satisfaction.

• Assist with testing and validation of new features or updates to the software.

• Collaborate with cross-functional teams (e.g., development, product) to improve the overall customer experience and provide feedback for continuous product improvement.
  

• Prior experience in the cash processing or cash-in-transit industries is a strong asset.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills - Fluency in both English and Spanish

• Ability to work independently and effectively in a remote work environment.

• Tech-savvy and comfortable with SaaS platforms and client-facing technical interactions.