• Serve as the first point of contact for participants and site coordinators via phone, email, and support channels during EU business hours • Respond to inquiries about payments, reimbursements, account updates, travel support and platform navigation with empathy and efficiency • Resolve tier-1 support issues independently while collaborating with Customer Success and Implementation teams on more complex, study-specific questions • Triage and escalate issues appropriately to ensure timely resolution • Maintain detailed documentation of support interactions and outcomes • Partner with the existing support team and Customer Success leadership to refine processes, tools, and workflows develop and refine support processes, tools, and workflows • Contribute to and maintain comprehensive FAQ resources, knowledge base articles, and support playbooks • Identify patterns and recurring issues, surfacing insights to the broader team to improve the support experience • Establish and track metrics that reflect support performance and volume • Identify patterns and recurring issues, working cross-functionally to address root causes • Provide participant and site feedback to Product and Operations teams to inform roadmap priorities • Contribute to team meetings and stand ups with insights on support trends and opportunities

• Assist clients with technical support through support emails, phone calls, and online training meetings. • Assist with software testing and the setup of new accounts. • Conduct online support and training. • Gather feedback for product team. • Provide technical support to clients and customer support team members. • Become an expert user on our software and keep up to date with new features and enhancements. • Work with customers and Momentus development team to resolve software errors. • Test new/improved functionality and/or bug fixes prior to general release. • Escalate unresolved customer support requests to a Senior Support Specialist. • Provide user training on specific features and/or modules. • Maintain and oversee file server cleanup and maintenance. • Build local Momentus sites for testing. • Become a trusted resource for key accounts. • Educate and develop existing customer accounts. • Demonstrate new features and unique use cases. • Action internal support requests such as demo configuration and support, document preparation, customer notifications and NetSuite administration.

Role Description Le représentant du service à la clientèle occupe un poste de soutien au service à la clientèle entrante d’une entreprise de télécommunications. Fonctions principales : - Répondre aux demandes des clients concernant leurs forfaits et services de télécommunications. - Aider les clients concernant les produits de télécommunications et les problèmes rencontrés. - Examiner le dossier du client et évaluer ses besoins. - Fournir des renseignements généraux sur l’organisation. - Orienter les clients vers des spécialistes au besoin. - Recevoir, comprendre et résoudre les plaintes, et proposer des solutions. - Conseiller et recommander des produits et des services qui répondent aux besoins des clients. - Fournir aux clients, en fonction de leurs besoins, des renseignements sur les produits, les services et les promotions en cours. - Planifier et confirmer les rendez-vous avec les clients pour les demandes d’abonnement aux services. - Créer, remplir et corriger les bons de commande (BC) selon les demandes des clients. - Identifier et suggérer des améliorations pour optimiser nos services. - Respecter la politique de sécurité de l’information afin d’assurer la disponibilité, l’intégrité et la confidentialité de toutes les données. - Autres tâches selon les besoins. Qualifications - Diplôme d’études secondaires ou l’équivalent. - Service à la clientèle : 1 à 3 ans d’expérience en soutien à la clientèle, avec un accent particulier sur la création de tickets de soutien et la résolution des problèmes des clients par téléphone. - Expérience utilisateur et bonne connaissance pratique de la suite Office. - Aisance avec la technologie. - La connaissance des produits de télécommunications constitue un atout. Requirements - Solides compétences en communication écrite et verbale en anglais et en français. - Souci du détail et de la précision. - Esprit d’équipe et proactivité exceptionnels. - Excellentes capacités de gestion du temps et de multitâche. - Attitude positive et persévérance. - Bon sens de l’organisation. - Capacité à travailler en équipe. - Flexibilité, fiabilité et loyauté. - Excellentes aptitudes en relations interpersonnelles et en communication. - Esprit d’analyse, sens de l’initiative. - Respect des normes et des échéances. - Respect de la confidentialité. - Assiduité et ponctualité exceptionnelles. - Souci de la qualité, sens des responsabilités, sens de l’organisation, capacité à établir des priorités. - Compétences en gestion du temps pour mener plusieurs tâches de front et respecter les ententes de niveau de service (SLA). Benefits - Équipement informatique fourni. - Aucune activité de vente ou de démarchage. - Minimum de 20 heures par semaine, du lundi au vendredi. - Flexibilité permettant de travailler jusqu’à 37,5 heures à l’occasion. - Milieu de travail dynamique et équipe formidable. - Formation rémunérée. - Intégration rapide. - Salaire de départ : 19 $ à 21 $ l’heure (CAD). - Deux jours de congé de maladie payés (après 3 mois d’emploi). - Deux semaines de vacances. - Régime de REER (accessible après 6 mois d’emploi). - Jours fériés payés. - Assurance collective (offerte après 3 mois). Company Description New Era Technology offre l’égalité d’accès à l’emploi (EEO) à tous ses employés et candidats à l’emploi, sans distinction de race, d’origine nationale, de religion, de grossesse, d’état matrimonial, d’identité de genre, d’âge, de handicap physique ou mental, ou de statut d’ancien combattant admissible.

Role Description The CX Analyst role combines customer support operations, quality assurance, reporting, process improvement, and systems optimization. This role serves as both an operational contributor and a continuous improvement partner for the Customer Experience organization. The ideal candidate is customer-centric, analytical, highly organized, and passionate about improving customer outcomes while increasing operational efficiency. As a CX Analyst, you will manage customer interactions, review support quality, identify operational trends, generate insights, maintain internal documentation, support Zendesk administration, and contribute to process improvements that help scale Customer Experience operations. Responsibilities - Customer Support Operations - Provide high-quality support across customer-facing channels while ensuring a positive customer experience. - Respond to inbound customer inquiries through Zendesk and other support platforms. - Manage complex customer cases requiring investigation and cross-functional collaboration. - Resolve customer issues efficiently while maintaining high customer satisfaction. - Follow established SLAs for response and resolution times. - Support operational escalations and ensure proper follow-up through resolution. - Quality Assurance & Ticket Reviews - Support quality initiatives by reviewing customer interactions and identifying opportunities for improvement. - Audit customer interactions using established QA standards and review frameworks. - Identify quality gaps, training opportunities, and recurring performance trends. - Provide clear and actionable feedback based on ticket reviews. - Monitor adherence to communication standards, workflows, and internal procedures. - Reporting & CX Analytics - Leverage customer and operational data to identify trends and drive improvements. - Generate ad hoc reports related to customer experience performance. - Analyze ticket trends, customer feedback, and operational performance. - Identify recurring customer pain points and operational bottlenecks. - Translate findings into actionable recommendations for stakeholders. - Process Improvement & Operational Excellence - Help improve customer experience operations through process optimization and continuous improvement initiatives. - Identify operational inefficiencies and opportunities for workflow improvements. - Conduct root cause analysis on recurring customer issues and process failures. - Partner with cross-functional teams to implement solutions and operational improvements. - Participate in projects focused on scalability, efficiency, and customer retention. - Support the testing and rollout of new processes and operational initiatives. - Documentation & Knowledge Management - Ensure operational knowledge remains accurate, accessible, and aligned across teams. - Create, maintain, and improve internal process documentation and SOPs. - Update knowledge base articles, workflows, and operational playbooks. - Document new processes, policies, and operational changes. - Help standardize procedures and improve cross-functional alignment. - Zendesk Administration & Automation - Support the optimization of CX systems and workflows. - Configure and maintain Zendesk macros, triggers, automations, views, and forms. - Identify opportunities to reduce manual work through automation. - Assist in testing and validating system changes before deployment. - Incident Management & Proactive Customer Communication - Support customer communication efforts during operational incidents and service disruptions. - Coordinate proactive customer outreach related to operational incidents. - Ensure affected customers receive timely, accurate, and consistent updates. - Partner with Operations and other teams to support incident resolution efforts. Qualifications - Strong attention to detail and a structured approach to reviewing customer interactions. - Ability to learn and apply quality standards and evaluation frameworks with consistency. - Analytical mindset, with curiosity to understand patterns, root causes, and quality gaps. - Clear written communication skills, especially when documenting feedback and insights. - Comfort working in a learning-heavy environment with close guidance during the ramp-up phase. - Strong sense of ownership, accountability, and quality obsession. - At least 2 years of experience in CX, Customer Success, or Operations teams, Process Improvement, or related operational role within a customer support or service environment. Preferred Requirements - Experience working with ticketing platforms such as Zendesk. - Exposure to QA audits, scorecards, calibration sessions, or performance reviews. - Familiarity with process documentation and improvements. - Previous experience in Customer Experience or Support roles. - Basic SQL Level. Benefits - 💸 Get paid in USD. - 🗺 Work remotely: design the life that you want. - ⛱ Enjoy 15 days of vacation each year from the start date. - 🎄 16 fully paid Argentinean holidays. - 🩺 Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider. - 🗓️ 5-year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical. - 🐣 Paid Family leave. - 🕯 Compassionate Leave: 3-5 days each time the need arises. - 🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more, through our comprehensive benefit platform. - 🧑‍🏫 Personalized English coach.