Job Title: Customer Support AnalystSchedule: This is a shift-based role with scheduled hours between 8:30 AM – 9:30 PM (Monday to Friday) and 8:30 AM – 7:00 PM (Saturday), Atlantic Time. 40 Hours weekly.
Duration: 6-month contract with potential for extension or transition to permanent employment based on performance and business needs.
Position Description:We are seeking a customer-focused and solutions-driven professional to join our team as a Customer Support Business Analyst. In this role, you will be the first point of contact for clients, providing timely, accurate, and professional assistance via phone, email, and chat.
You will play a key role in ensuring a positive client experience by resolving inquiries, guiding users through our services, and documenting interactions thoroughly within our CRM system.
This position requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, client-facing environment.
Essential Duties/Responsibilities:- Respond to telephone calls, email and chat requests for support from clients with the ability to clearly provide guidance and solutions while being enthusiastic about the client needs and experience is essential
- Provide logistical information and general advice to potential prospects and current clients on services provided
- Ability to clearly document user cases within the CRM tool with detailed information on the issue, solutions offered, and next steps as necessary
- Identify, research, and resolve customer challenges as presented by utilizing provided resources. Escalate problems to other support teams when necessary for the resolution
- Providing support and guidance for clients on proprietary applications.
Required Skills:- Mature, self-motivated, and professional with excellent written and verbal communication skills
- Ability to tailor communication to a broad audience to ensure recipient gains a strong understanding and has a positive experience
- Strong problem solving/analytical abilities
- Strong commitment to quality customer service
- Ability to work independently and follow directions and best practices
- Attention to detail and ability to multi-task while talking to customers
- Flexibility to work shift work based on business needs
- Experience with MS Office Suite (O365 – Excel, Word, Outlook, etc.)
- Basic technical aptitude is an asset
- Strong Communication skills (oral and written) required
- Previous contact center, customer service, or application support experience is an asset
Why Choose Buchanan…At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our original Prince Edward Island Support Center is located in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center.
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Type: Full-time
Pay: $34,320.00 per year
Experience:- Customer Support: 1 year (preferred)
Location:- Charlottetown, PE (required)
Work Location: In person