Work In Tech

About iLobby Visitor Management:

iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency.

At iLobby, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.

This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.

About The Role:

We are looking to add a Customer Support and Education Specialist to our growing and dynamic Customer Support team. The chosen candidate must be a strong problem solver with excellent communication skills, both written and verbal, and must have a collaborative and friendly approach to assisting our customers and colleagues across the organization. We’re looking for someone who is a self-starter, detail-oriented, an excellent writer, able to juggle multiple priorities, and who has a good grasp of technical support topics in computer networks, hardware and software.

Key Responsibilities:

• Customer Assistance: Proactively respond to customer inquiries and handle issues to resolution via email, live-chat, phone and/or video meeting. Accurately diagnose the root cause of a customer concern and provide helpful recommendations to resolve it in an efficient and positive manner.
• Customer Education: Assist with customer education initiatives by writing, editing and preparing multimedia content for the help center, webinar series, product tours, tooltips, etc. Proactively seek out opportunities to improve the customer experience by offering educational content.
• Product Expertise & Internal Enablement: Become an expert on iLobby’s products, services and integrations, and be able to use this expertise to recommend creative solutions to customer issues. Contribute to internal education across the Customer Experience team by writing process documentation, training materials, playbooks, etc.
• Process Improvements: Assist with optimizing existing support processes and building new ones in order to improve the performance, efficiency and capacity of the Customer Support team.

Requirements:

Experience & Hard Skills

• 2+ years in a customer-facing role in a digital environment, preferably working with enterprise-size customers and with technical troubleshooting responsibilities.
• Excellent verbal and written communication skills in English; ability to write for a variety of audiences, and to translate technical concepts into plain language.
• Verbal and written fluency in additional languages, especially French or Spanish would be an asset but not required.
• Basic understanding of computer networking, software and hardware and ability to troubleshoot common issues with internet connections (ethernet, wifi, bluetooth), software products and hardware such as printers, iPads or mobile devices.
• Familiarity with customer support software and tools, especially ZenDesk and the Microsoft suite, plus experience with or interest in AI applications for customer support.
• Experience with video content creation and video editing would be an asset but not required.

Soft Skills

• Excellent problem-solving skills, creativity and ability to think of multiple approaches and workarounds to solve an issue.
• Strong organizational and time management skills, ability to effectively prioritize between multiple items on a to-do list and to complete work iteratively.
• Team-first and collaborative mindset – able to work effectively with peers to achieve common goals.
• Patience and empathy when dealing with customers – able to maintain poise, professional demeanor and composure in challenging situations, de-escalating emotional situations when necessary and working collaboratively toward a solution.

Why work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

🩺Comprehensive health coverage (includes Dental and Vision coverage)

🏠A Hybrid work environment with our office based in North York, Toronto

💡Opportunity for advancement and growth

🍕 Catered Events, Snacks, Drinks – You won’t go Hungry!

🥳 Birthday and Life Celebrations

🎉 Two annual parties in a year

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

iLobby Website: www.ilobby.com

Follow us on LinkedIn: https://www.linkedin.com/company/ilobby-visitor-management

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

To apply: Please apply through LinkedIn job posting.