XTN-5B8C403 | CUSTOMER SOLUTIONS AGENT

Role Summary

The Customer Solutions Agent is responsible for delivering exceptional customer service to Zucora customers across Canada. This role supports customers by responding to inquiries, resolving issues related to product protection plans, and ensuring a positive, efficient, and empathetic customer experience in a fast-paced, remote environment.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
• Provide professional, courteous customer service through verbal and written communication
• Respond promptly to customer inquiries, service requests, and assistance needs
• Resolve customer concerns using a solutions-focused and empathetic approach
• Maintain confidentiality and handle sensitive customer information with discretion
• Actively listen to customers, seek clarification when necessary, and provide accurate information
• Maintain a working knowledge of Zucora’s protection plans, products, and customer service technologies
• Execute assigned daily tasks efficiently while meeting individual performance goals
• Participate in virtual and in-person meetings, training sessions, and team discussions
• Balance individual responsibilities with team collaboration and contribute to a positive team environment
• Provide and accept constructive feedback while demonstrating professionalism and composure
• High school diploma or equivalent
• Minimum of one (1) year of customer service experience
• Strong verbal and written communication skills
• Ability to multitask and work effectively in a fast-paced environment
• Ability to follow detailed written and verbal instructions
• Strong problem-solving, analytical, and listening skills
• Comfortable using technology and customer service systems
• Customer service experience in a call center environment
• Familiarity with technical procedures
• Demonstrated ability to meet or exceed performance goals
• Experience working in a remote or virtual work environment

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.