The Globe and Mail
POSITION OVERVIEW:
The Product Support Specialist (PSS) plays a key role in ensuring exceptional customer experiences at The Globe and Mail. This role collaborates directly with readers, subscribers, and internal/external partners to resolve escalated issues, provide support, and contribute subject matter expertise. Working collaboratively across teams, this role directly contributes to optimizing service delivery, building subscriber loyalty, and achieving our customer experience goals.
KEY RESPONSIBILITIES:
- Resolve escalated customer service issues with subscribers and readers across phone, email, chat, and social media channels.
- Provides product and process support to front-line service team members, empowering them to effectively assist customers.
- Collaborates with Product Managers, IT, vendors and other stakeholders to troubleshoot and resolve complex customer service issues.
- Drafts clear and concise knowledge base articles (internal and public-facing) for both new and existing processes to enhance self-service and reduce support workload.
- Leverages expertise with service platforms (Salesforce, AWS Connect, Zuora, Limio, etc) to support the analysis of customer service issues upon management request. This includes reviewing user behavior, transactions, and customer feedback.
- Utilizes data-driven insights to inform process improvement recommendations to enhance the customer experience and empower agents to deliver exceptional service.
- Provides subject matter expertise (SME) on The Globe and Mail’s products and services, collaborating with internal teams (sales, marketing, QA, product, etc.) on new initiatives, assigned projects, service enhancements and policy changes.
- Creates clear and concise Jira tickets with user stories outlining desired outcomes and acceptance criteria as required.
- Collaborates with internal stakeholders to update training documentation for the Contact Centre. This includes documenting workflows and any product-specific information. As required, participates in knowledge transfer sessions with the Contact Centre trainer.
- Maintains in-depth knowledge of The Globe and Mail’s products and services including related features and benefits.
Note: Possible shift and weekend work schedule
QUALIFICATIONS:
- Minimum of 3 years working in a technical, customer support role or / and post-secondary degree in an equivalent field
- Possess exceptional oral and written communication skills. Specifically using the phone, chat, email and social. Is able to communicate complex concepts in a clear and concise format
- Has a genuine passion for helping people and providing excellent customer service
- Possesses strong problem resolution skills and is able to successfully de-escalate complex customer issues
- Strong working knowledge of Microsoft Suite and ability to learn and use web-based SaaS tools
- Proficiency in PC and Macintosh desktop browsers and operating systems
- Proficient in understanding and use of the web and digital technology and general ease of learning new and updated technologies
- Strong understanding of tablet and mobile technology including Apple iOS and Android.
- Strong understanding of SSO concepts, social login and overall digital account access options
- Understanding of financial investments/products (stocks, funds, etc.) is an asset
- Intimate knowledge of Globe and Mail Customer Care applications (SAP, Jira, Salesforce Service Cloud, Amazon Connect, Slack) is an asset
- In depth knowledge of The Globe and Mail’s suite of Digital products with a specialization in technical troubleshooting (Gam.com, Globe2Go, Globe and Mail investment tools) is an asset.
SALARY: This position is classified under Group BB of the Circulation Collective Agreement.
Source ⇲
