Found Description
Job Description
This is a hybrid role to be located in our Toronto, Canada office. Visa requires at least 3 days in office (details to be confirmed by the Hiring Manager).
- Interface with Elite Care primary team.
- Interface with customers via telephone, email, Teams sessions, CMS, etc.
- Troubleshoot, reproduce, debug, and diagnose customer issues.
- Provide prompt and accurate responses to customers within our SLA.
- Log software defects using a bug tracking system and work closely with technology and product teams to track them to resolution.
- Proactively provide regular and timely follow‑ups with customers, including recommendations, workarounds, updates, and action plans.
- Document action plans and progress in case tracking systems.
- Escalate complex issues to management as per internal processes and guidelines.
- Leverage internal technical e...