Customer Service Representative (REMOTE)

<p><strong>Job Title:</strong> <strong>Customer Service Representative (Remote)</strong><br><strong>Company:</strong> <strong>Vena Solutions</strong><br><strong>Location:</strong> <strong>Ottawa, Canada (Remote)</strong><br><strong>Employment Type:</strong> <strong>Full-Time</strong><br><strong>Salary:</strong> <strong>$30 - $35 CAD per hour</strong><br><br><strong>Job Overview</strong><br><br>Vena Solutions is seeking a dedicated and tech-savvy Customer Service Representative to join our dynamic team. As a key member of our customer support organisation, you will be the first point of contact for clients using our industry-leading, AI-powered financial planning and analysis (FP&amp;A) platform. Vena helps finance teams streamline their workflows and make data-driven decisions by integrating seamlessly with Microsoft technology. The ideal candidate will be a patient, empathetic, and effective communicator, passionate about helping customers solve problems and achieve success with our innovative software.<br><br><strong>Responsibilities</strong><br>&nbsp;</p><ul><li>Provide high-quality, timely, and professional support to customers via email, phone, and live chat.</li><li>Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries.</li><li>Effectively diagnose, document, and manage customer issues using our internal ticketing systems.</li><li>Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools.</li><li>Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication.</li><li>Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides.</li><li>Gather and relay customer feedback to our product and development teams to help shape the future of our platform.</li><li>Strive to exceed customer expectations and contribute to a culture of service excellence.<br>&nbsp;</li></ul><p><strong>Qualifications</strong><br>&nbsp;</p><ul><li>Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company.</li><li>Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely.</li><li>Strong problem-solving and analytical skills with a keen attention to detail.</li><li>Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment.</li><li>A customer-centric mindset with a genuine passion for helping others succeed.</li><li>Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.</li><li>A high level of comfort with technology and the ability to learn new software quickly.</li><li>Familiarity with financial or accounting principles would be considered a significant asset.</li><li>Experience with Microsoft Excel and other Microsoft technologies is highly desirable.<br>&nbsp;</li><li><strong>Benefits</strong><br>&nbsp;</li><li>Competitive salary</li><li>Performance-based annual bonus</li><li>Extended health, dental, and vision benefits</li><li>Registered Retirement Savings Plan (RRSP) with company matching contributions</li><li>Paid vacation, personal days, sick leave, and statutory holidays</li><li>Employer-paid life and accidental death &amp; dismemberment (AD&amp;D) insurance</li><li>Employee Assistance Program (EAP)</li><li>Professional development and training opportunities</li><li>Career growth and advancement opportunities</li><li>Flexible remote work options</li><li>Company-provided laptop and home office equipment</li></ul><p>&nbsp;</p>