• Own customer issues from initial response through resolution, escalating when needed with clear documentation. • Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments. • Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services. • Help customers adopt and use Logz.io AI-powered features. • Provide timely, empathetic, and professional customer communication. • Collaborate with Product, Engineering, and Customer Success to improve customer experience. • Contribute to internal knowledge bases and documentation.

• Support end-to-end card payment operations • Act as a key point of contact for clients • Oversee requests and facilitate technical discussions • Ensure compliance, delivery, and incident resolutions

Role Description The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency. - Provide effective leadership and supervision to a team of representatives - Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives - Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment - Address employee concerns, conflicts, and performance issues in a timely and effective manner - Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) - Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency - Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows - Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction - Stay updated with industry best practices and trends to drive process improvements and innovation within the team - Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members - Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles - Collaborate with other team leads and managers to share best practices and implement consistent processes - Serve as a point of contact for escalations and handle customer inquiries or complaints as needed - Contribute to team meetings and participate in organizational initiatives to drive positive change and growth - Provide reports on team performance as required - Regularly communicate with clients as needed - Adhere to company policies and procedures - Meet or exceed performance targets for related KPIs - Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times - Perform other duties as assigned Qualifications - 3 years experience in a role equivalent to the representatives the role will support - Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment - Previous client-facing experience preferred - Strong communication skills, both verbal and written - Strong knowledge and understanding of customer service and technical support principles and practices - Strong problem-solving and decision-making skills - Excellent interpersonal skills to interact with team members and stakeholders at all levels - Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences - Results-oriented mindset with a focus on driving operational excellence and continuous improvement - Proficiency in using customer service software and tools such as CRM - Proficient in using computers and various software applications Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off, birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program Company Description Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja. Are you ready?

Title: Customer Support Analyst Location: Vancouver, British Columbia, Canada Department: Helpdesk/Cotality Yearly: $37000 - $45000 Job Description: We are seeking enthusiastic entry level staff to work remotely, based out of our office located Vancouver BC. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail, and dealing directly with our customers on an ongoing basis. Individuals applying for this position must communicate effectively when speaking with, or writing to, in English. Some of needed skills would be the ability to multi-task, have a strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt into a growing and changing environment. Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs. One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed. Key Responsibilities: - Provide knowledgeable, effective and efficient customer service to customers in person or on the phone - Handling a high volume of inbound calls from clients in a prompt and professional manner - Taking claims reports from clients - Meeting the SLA targets for the client are a priority - Helping clients make changes to their claims - In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects - Provide exceptional customer service - Work 40-hour week, participate in shift coverage that includes 7-day week Skill and Attributes Qualifications - Minimum high school diploma - Minimum of 1- year experience within a call center environment or equivalent experience - Basic computer knowledge to support users - Excellent decision making and problems solving skills - Enjoys working with others and has a passion for helping clients - Delivers excellent client service and possesses strong telephone skills - Communicates effectively when speaking with, or writing to, others - Uses active listening and questioning skills to understand needs and issues - Works well under pressure, both independently and as part of a team - Enjoys personal development and growth through learning - Provides and receives constructive feedback - Be a productive member of a 20-person team - Strong interpersonal skills with a polished and professional manner - Excellent organizational skills with motivation, self-direction, and good time management skills - The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and excellent attention to detail. Required Languages: - Fluency in English, both spoken and written - Fluency in French will be considered an asset We are only reviewing applicants that are legally entitled to work in Canada. We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.