Customer Service Representative (REMOTE)

Job Title: Customer Service Representative (Remote)

Company: Vena Solutions

Location: Ottawa, Canada (Remote)

Employment Type: Full-Time

Salary: $30 - $35 CAD per hour

Job Overview

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&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.

Responsibilities

• Provide high-quality, timely, and professional support to customers via email, phone, and live chat.
• Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries.
• Effectively diagnose, document, and manage customer issues using our internal ticketing systems.
• Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools.
• Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication.
• Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides.
• Gather and relay customer feedback to our product and development teams to help shape the future of our platform.
• Strive to exceed customer expectations and contribute to a culture of service excellence.

Qualifications

• Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company.
• Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely.
• Strong problem-solving and analytical skills with a keen attention to detail.
• Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment.
• A customer-centric mindset with a genuine passion for helping others succeed.
• Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• A high level of comfort with technology and the ability to learn new software quickly.
• Familiarity with financial or accounting principles would be considered a significant asset.
• Experience with Microsoft Excel and other Microsoft technologies is highly desirable.
• Benefits
• Competitive salary
• Performance-based annual bonus
• Extended health, dental, and vision benefits
• Registered Retirement Savings Plan (RRSP) with company matching contributions
• Paid vacation, personal days, sick leave, and statutory holidays
• Employer-paid life and accidental death & dismemberment (AD&D) insurance
• Employee Assistance Program (EAP)
• Professional development and training opportunities
• Career growth and advancement opportunities
• Flexible remote work options
• Company-provided laptop and home office equipment