Customer Services Representative (VDR) (2)
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Are you an experienced and passionate customer services professional? Do you enjoy supporting users and providing an excellent service experience? If so, look no further.
We are expanding our Toronto team and looking for highly motivated professionals with technical aptitude and superior communication skills. We are looking for people who thrive on working with clients, take ownership of diverse tasks, and pride themselves on delivering outstanding customer service.
The Role
The Customer Services Representative reports directly to the Customer Services Director and is responsible for providing high-quality technical and operational support to clients and users.
This role is based in TransPerfect's Toronto office, which acts as a North America hub supporting users across the US, Canada, LATAM, Europe, and other regions as required.
The CSR helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.
The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.
Your Responsibilities
Client Support & Communication
We are expanding our Toronto team and looking for highly motivated professionals with technical aptitude and superior communication skills. We are looking for people who thrive on working with clients, take ownership of diverse tasks, and pride themselves on delivering outstanding customer service.
The Role
The Customer Services Representative reports directly to the Customer Services Director and is responsible for providing high-quality technical and operational support to clients and users.
This role is based in TransPerfect's Toronto office, which acts as a North America hub supporting users across the US, Canada, LATAM, Europe, and other regions as required.
The CSR helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.
The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.
Your Responsibilities
Client Support & Communication
- Independently interacts by phone or email to consult with and advise clients on workflow and VDR processes.
- Provides first-line technical and operational support to clients and users across the VDR platform.
- Nurtures and develops effective and positive relationships with clients.
- Anticipates and manages clients' needs effectively.
- Acts as the main point of contact and assumes responsibility for multiple client engagements.
- Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, reporting, and other VDR processes.
- Manages and hosts online client training sessions.
- Investigates user issues, gathers the required details, and escalates technical matters internally where needed.
- Monitors progress and ensures deliverables for the client are accurate and timely.
- Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.
- Follows all applicable Best Practice and Workflow procedures.
- Ensures proper documentation for job tracking and billing information is current and accurate.
- Maintains clear and accurate records of client interactions, support requests, actions taken, and follow-up requirements.
- Performs additional duties as reasonably requested.
- Native-level English fluency, with excellent written and verbal communication skills.
- Comfortable speaking to a wide range of B2B customers.
- Highly motivated team player with excellent communication and interpersonal skills.
- Resilient with a positive can-do attitude.
- Minimum of two years of experience in a B2B environment.
- Tech-savvy with the ability to adapt to new software and tools. Training will be provided.
- Previous experience in a technology, software, or IT company is beneficial but not required.
- Exceptional attention to detail, accuracy, and active listening skills.
- Capable of multi-tasking, working under pressure, and meeting strict deadlines.
- Willing to grow, develop, and continually learn new skills.
- Based in or near Toronto and able to commute to TransPerfect's Toronto office daily.
- Available to work either 9 AM to 6 PM or 10 AM to 7 PM, depending on the vacancy.
More about this job
Responsibilities
Provide first-line technical and operational support to VDR clients, guide users through platform workflows, and host online training sessions. Coordinate with internal teams, track client requests and deliverables, and maintain accurate records for support, job tracking, and billing.
Requirements
Requires native-level English fluency, excellent communication and interpersonal skills, and at least two years of experience in a B2B environment. Candidates should be tech-savvy, detail-oriented, able to manage multiple requests under pressure, and able to commute daily to the Toronto office.
Skills
- Customer Service
- B2B Client Support
- Written Communication
- Verbal Communication
- VDR Platform Support
- Client Training
- Technical Troubleshooting
- Document Management
- User Access Management
- Permissions Management
- Q&A Support
- Reporting
- Attention to Detail
- Multitasking
- Active Listening
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Technology
- Administrative
Keywords
- Virtual Data Room
- VDR Platform
- B2B
- Customer Service
- Technical Support
- Operational Support
- Client Training
- User Access
- Permissions
- Document Management
- Q&A
- Reporting
- Workflow Procedures
- Issue Escalation
- Job Tracking
- Billing Documentation
- Toronto
- Translation and Localization