Cority is the global enterprise EHS software provider creating industry-leading
technology to empower those who transform the way the world works.
For over 35 years, Cority has been powered by the spirit of innovation, deep
domain expertise, and a commitment to integrity that enables higher levels of
operational and sustainable performance with the most comprehensive,
human-centered, and secure SaaS platform to help workers and businesses thrive
in 100 countries around the world.
The company enjoys the industry’s highest levels of client satisfaction and has
received many awards for its strong employee culture and outstanding business
performance. To learn more, visit www.cority.com [http://www.cority.com/].
Position Overview:
As the first point of contact for customers, this role is responsible for
addressing and resolving basic technical and functional issues related to
Cority’s product suite. Cority provides 24/7 global customer support, and this
position follows a rotating shift schedule from 8:00 AM to 1:00 AM, including
on-call rotations and rotating holiday coverage. The role involves working with
more senior team members and Tier 2 support teams as needed to resolve customer
issues, while gaining product knowledge through training and hands-on
experience. 1 year contract role for a Bilingual position (English and French).
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Key Responsibilities:
- Respond to incoming customer inquiries via phone or email, ensuring a timely
and accurate resolution of basic issues related to the Cority Product Suite.
- Troubleshoot and assist clients with common technical problems such as login
issues, system errors, and basic configuration questions.
- Log all customer support interactions in the customer support system,
including case details, updates, and resolutions.
- Provide consistent follow-up with customers, ensuring they are informed of
the status and progress of their case.
- Escalate more complex technical issues or bugs to the appropriate Tier 2
teams, including Engineering, and track progress until resolution.
- Collaborate with internal teams to ensure that customer issues are addressed
promptly and accurately.
- Assist in identifying recurring customer issues and report patterns to senior
team members for further investigation.
- Maintain a working knowledge of Cority's product offerings, learning new
features and functionalities as they are released.
- Follow established support procedures and contribute to continuous
improvement efforts by suggesting enhancements to current processes.
- Ensure compliance with Cority's information security policies and immediately
report any security-related incidents.
Qualifications:
- Bilingual (English and French).
- A bachelor’s degree in communications, business administration, computer
science, information systems, or a related discipline, or an equivalent
combination of education and experience. Experience in occupational health
care or a related health field is a plus.
- Previous experience in a customer service or help desk role, preferably
within a software or technology environment.
- Strong analytical skills with the ability to assess issues, identify root
causes, and provide effective solutions.
- Strong customer service orientation with excellent verbal and written
communication skills.
- Basic understanding of software systems and the ability to quickly learn and
apply technical information.
- Solid organizational skills with the ability to prioritize tasks and manage
time effectively in a fast-paced environment.
- Comfortable working with different software platforms (e.g., Salesforce CRM
or similar ticketing systems).
- Ability to work independently while also being a team player, collaborating
with peers and senior support staff as needed.
- A positive attitude and a desire to continuously learn and improve technical
and problem-solving skills.
- Willingness to work in a rotating shift schedule, including evenings,
weekends, and holidays, as required.
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WHAT’S IN IT FOR YOU?
· An opportunity to work in a values-driven, performance oriented, dynamic
and growth focused culture
· We support a remote working environment with a one-time home office
allowance and subsidized monthly internet allowance
· Competitive health benefits, dental plans, and retirement savings plan
(RRSP, 401K plan etc.)
· Annual fitness allowance
· Mental health support provided through access to Calm Premium meditation
app and access to Talkspace
· Access to Udemy, internal training programs, annual training allowance
and certifications, if applicable, and High Talent Programs
Cority is committed to a diverse and inclusive work environment. Cority is an
equal opportunity employer and does not discriminate based on race, nationality,
gender, gender identity, sexual orientation, protected veteran status, age,
disability or any other legally protected status. For applicants who would like
to request for accommodation please send an email to hr@cority.com.
