Keith Petryshyn Email & Phone Number

Remote

- Provide exceptional customer support: Offer timely and effective assistance to Jobber users via various communication channels such as phone, email, and live chat, ensuring their questions and concerns are addressed promptly and professionally.- Troubleshoot technical issues: Utilize in-depth product knowledge to troubleshoot and resolve technical issues encountered by customers, employing problem-solving skills to ensure smooth usage of the Jobber platform.- Educate customers: Proactively educate customers on the features and functionalities of Jobber, guiding them through setup processes, providing product demonstrations, and offering tips to maximize their business efficiency.- Advocate for customer needs: Serve as the voice of the customer within Jobber, gathering feedback, suggestions, and concerns to contribute to product improvement efforts and enhance overall user experience.- Maintain customer satisfaction: Foster positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions, striving to exceed their expectations and contribute to their long-term success with Jobber.

- Handle a high volume of inbound requests by phone and email while making the customer experience as effortless as possible- Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams- Confidently answering questions asked, providing advice, training solutions and proactively solving the customer's next challenge

Toronto, Ontario, Canada

- Replying to chat and email messages from clients based on priority- Ability to troubleshoot through multiple client tickets at once- Report bugs and other issues to team leads and development team- Consistently keep knowledge up-to-date with new product feature launches and productimprovements- Familiar with JIRA, Slack, and Intercom software- Collect and verify client information in order to update accounts- Communicate regularly with coworkers and management to help shape the customersupport processes and team culture

- Receive inbound calls in regards to client’s Employment Insurance information- Conduct fact-finding to determine the correct course of action- Update information and process transactions to confirm client’s entitlement to benefits- Obtain and input new information and data from claimants in order to complete transactions - Provided customer service and guidance in regards to the policies, procedures and legislation given by the federal government- Investigated client files to determine all necessary action to be taken to resolve the issue in one call

- Update client data including payments and account information- Perform outbound calls to clients to update account information and reschedule payments - Provide optimal customer service, including policy guidance and advice to internal partners when responding to inbound calls- Ability to prioritize tasks and manage a constantly changing workload- Investigate account files and communicate information to managers and officers to determine the correct course of action- Process documents and letters to clients with a high level of speed and accuracy- Track accounts to follow up on outstanding activities and maintain detailed notes to ensure issues are handled correctly

- Updated client account information and processed banking and credit card transactions- Answered incoming calls about customer accounts and banking needs in regards to personal banking such as chequing and savings accounts- Addressed angry and upset customers with sympathy, understanding and patience and asked probing questions to address their needs- Developed a learning plan to manage the changing internal procedures and banking offers to customers

- Answered incoming calls in regards to taxpayer business accounts- Updated and corrected taxpayer account specific information- Asked probing questions to determine the caller’s needs and provide the appropriate information- Constant training on how to deliver information to taxpayers on new CRA procedures and tax policy changes- Provided guidance on legislation about payroll, GST and corporate accounts

The Frontend Developer Career Path

Frontend Web Development

Bachelor Of Commerce (Bcom), Business/Commerce, General