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. Points was acquired by Plusgrade in 2022, making the combined companies the global leaders in ancillary revenue for the travel industry. Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.


Points is looking for a Support Specialist to join our Business Operations Support Services team for a full-time position. The Support Services Team provides support to all of Points partners and vendors across various applications. 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. Your exceptional communication skills will be put to good use as you deliver detailed solutions directly to our internal/external partners. Reporting to the Points Support Manager, the Support Specialist, will:

• Respond with urgency to inquiries from customers/partners via email, telephone and live chat on transaction related issues or errors, escalating to the appropriate internal/external stakeholders
• Track and follow up on outstanding issues, keeping stakeholders informed of their status
• Develop and nurture customer relationships through your communications
• Report any trending issues
• Make recommendations to update and build internal knowledge bases (FAQs/Processes/Contact information)

Qualifications

• 3+ years contact center experience, preferably in an email/chat/phone environment
• High level of comfort with technology and troubleshooting complex situations
• Excellent interpersonal, communication skills and ability to work cross-functionally with team members of varying technical backgrounds
• Comfortable operating within an environment with changing priorities
• Proactive attitude and ability to quickly grasp new concepts
• Strong organizational skills

This role will be between the hours of 12 pm-8 pm. Initial Training will be during regular business hours for the first 4-6 weeks.