Job Description

Company Description
Points, a Plusgrade company, is a trusted partner to the world\xe2\x80\x99s leading loyalty programs, leveraging its unique Loyalty Commerce Platform and analytic expertise to build, power, and grow a network of ways members can get and use their favourite loyalty currency. Our platform combines insights, technology, and resources to make the movement of loyalty currency simpler and more intelligent for nearly 60 reward programs worldwide. Points was acquired by Plusgrade in 2022, making the combined companies the global leaders in ancillary revenue for the travel industry.


Points is looking for a Support Specialist to join our team for a permanent position. This role is primarily to support our Points Travel partners however supporting other products will evolve. We\xe2\x80\x99re an industry-leading organization that is continuously reshaping how consumers interact with their loyalty programs. We work with the world\xe2\x80\x99s largest airline, hotel, financial, and retail rewards programs, to tackle complex challenges and come up with innovative e-commerce solutions. If you\xe2\x80\x99d like to be a part of it, we\xe2\x80\x99d love to hear from you. As a successful Support Specialist, you will thrive in a fast-paced, customer-oriented environment. You are the escalation point for our internal/external partners. You will not only resolve customer issues, you will also help our members and partners find additional value in the products and services we offer. You will be comfortable using multiple applications at once to troubleshoot problems while projecting a positive and helpful attitude. You are adept at using email, chat and phone applications and enjoy the excitement of a growing company. You must be a good problem solver who is curious and eager to learn about and understand the inner workings of our products. Your strong analytical skills will be required to investigate customer transactions, recommend solutions and ensure our customers receive outstanding support. Your exceptional communication skills will be put to good use as you deliver detailed solutions directly to our internal/external partners. You are committed to your role and have an exceptional attendance record. Reporting to the Points Travel Support Manager, the Support Specialist, Travel Support, will:

• Use your questioning skills to explore customer needs and concerns, own the solution, and escalate where needed
• Respond with urgency to inquiries from customers/partners via email, telephone, and live chat on transaction-related issues or errors, escalating to the appropriate product teams/suppliers as needed
• Track and follow up on any outstanding problems, keeping stakeholders informed of their status and confirming with them that the solution provided is satisfactory
• Develop and nurture customer relationships through your communications
• Keep up-to-date on new features or enhancements to our products and services
• Collaborate with colleagues and management to improve service delivery, helping to identify training opportunities to address root causes
• Educate our partners on how our products work to assist their delivery of support on our products
• Contact suppliers to resolve escalations and on behalf of other teams
• Provide feedback to the direct manager and other internal teams to improve our products and processes
• Strive to meet (and exceed) performance goals
• Report any trending issues
• Make recommendations to update and build internal knowledge bases (FAQs/Processes/Contact information)

Qualifications

• 3+ years contact centre experience, preferably in an email/chat/phone environment
• High level of comfort with technology and troubleshooting complex situations
• Proficient with computer software; MS Office/GSuite,
• Excellent interpersonal, communication skills and ability to work cross functionally with teams and team members of varying technical background
• Ability to operate within an environment with changing priorities with a sense of urgency
• Possess strong organizational skills
• Proactive attitude and ability to quickly grasp new concepts

This role will be an 8 hour shift between the hours of 11am-7pm or 12pm-8pm. Initial Training will be during regular business hours for the first 4-6 weeks.