Client Support Associate

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

The Fire and Security group represents a comprehensive product portfolio to protect buildings, people, and assets. We provide innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, mobile applications, and fire suppression and detection systems. BrokerBay is part of the Carrier company.

BrokerBay is an exciting new product within the Fire and Security business. BrokerBay is an advanced cloud-based ecosystem designed to replace the clunky legacy systems previously used by brokerages across North America. We’re on a mission to consolidate, automate, and revolutionize the way brokerages do business from start to finish. As one of the fastest-growing real estate start-ups in Canada, there’s no better place to be if you’re looking for a dynamic work environment with plenty of room to flex your professional muscles. BrokerBay is part of the Carrier Group.

The BrokerBay team is tight-knit, whip-smart, and loves a good joke. Before the pandemic hit, you could find us innovating (or playing ping pong) at our shiny downtown Toronto office, these days, we’re transforming the real estate landscape one feature at a time from home. We’re ambitious, goal-driven, and take on big challenges together. 2023 has proven to be our busiest year yet and we’ve got our sights set high for 2024!

About this role

BrokerBay has a permanent part-time opportunity (10 to 20 hours per week) for a Client Support Associate who can build cross-functional and client relationships, resolve client issues, analyze trends, and provide product insights. This position is 100% remote for someone residing within the GTA. This is a great opportunity to build skills in our product as you build partnerships with other departments.

Key Responsibilities

• Shape the client experience by engaging with and resolving client issues through email
• Work through tough technical issues by developing a clear plan of action and executing it
• Tackle unexpected technical and client issues professionally and promptly
• Juggle competing responsibilities and deliver on projects with strong organization and timeliness
• Track client frustrations or process gaps and present well-thought-through solutions to improve upon these
• Simplify complex concepts and be concise in exchanges with clients
• Sharing best practices when relevant
• Build strong cross-departmental relationships by presenting key client issues and bugs during company meetings
• Analyze data trends to assist in optimizing our support channels and strategies
• Provide insight on product and client experience development

Basic Qualifications

• High School Diploma or GED equivalent
• Access to a high-speed internet connection
• 1+ years experience in Customer Service or Client Support
• Ability to work 10 to 20 hours per week
• Available to work with the following schedule:
  • Monday to Friday between 4 pm-8 pm EST (Eastern time zone).
  • Saturday, Sunday between 9 am-5 pm EST
  • Able to work during the holidays

Preferred Qualifications

• Experience using a ticketing tool such as Zendesk, Jira, or other support-related systems
• Knowledge of / or experience working in the Real Estate industry
• Experience troubleshooting technical issues
• Able to work in high-pressure situations
• Project management and problem-solving skills
• Solution-seeking and ownership skills
• Hungry for knowledge and enjoy self-learning
• Determined to find your way around obstacles
• Leverage available resources and training materials
• Excellent English verbal and written communicator

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