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Customer Support Specialist

Published On 6/19/2020

Location: Quebec,
Department:
Reports to:

Summary

XPEL, Inc. (NASDAQ: XPEL), a leading supplier of automotive paint protection films, window films, ceramic coatings and commercial/residential flat glass film, is currently seeking a Customer Support Specialist for its Quebec, Canada office. XPEL offers a casual, fast-paced environment in a growth-oriented company. We offer a very competitive “TOTAL REWARDS” package, including 401(k) matching contributions up to 4%, nearly 3 weeks of PTO, company-paid short and long-term disability and a comprehensive health & wellness package.

We are seeking an energetic Customer Support Specialist. The right person will enjoy a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.

Major Job Responsibilities:

Inbound Telephone Support
  • Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
    • Answering basic questions about the company’s operation, product, services
    • Entering, changing or checking on the status of orders using NetSuite ERP software
    • Tracking and escalating support calls to the appropriate department or personnel
    • Researching customer account issues
    • Screening and forwarding phone calls to XPEL employees
    • Logging all in-bound calls in to NetSuite
    • Technical Support
    • Answering calls from customers and internal employees about XPEL’s proprietary software, including:
      • Assisting with setting up, activating, deactivating and managing of customer accounts
      • Assisting with the installation, operation, and troubleshooting of cutting plotters
      • Supporting customers with basic questions about commonly used functions
      • Resolving technical problems and escalating problems for further level of assistance
      • Support customers with the use of XPEL’s website and on-line ordering tools
      • Participating in an on-call after-hours support rotation
      • Order Management
      • Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
      • Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
      • Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations

    Qualifications:

    • High School Diploma or GED
    • Minimum 2 years of technical and customer support experience
    • Experience providing support through live chats and email preferred
    • Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
    • Ability to communicate professionally and effectively
    • Excellent phone, interpersonal, and organizational skills
    • Demonstrates a sense of urgency and timeliness
    • XPEL, Inc. is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity