📍 Job Overview

Job Title: Entry Level Customer Support Specialist
Company: TEKsystems
Location: Mississauga, Ontario, Canada
Job Type: Contract to Hire (6-month contract with potential conversion to permanent)
Category: Customer Support & Services
Date Posted: June 13, 2025
Experience Level: Entry Level (0-2 years)
Remote Status: Hybrid (3 days in office, 2 days remote after initial training)

🚀 Role Summary

Customer Focus: Handle customer service requests via email, requiring problem-solving and navigation of internal systems.
Non-Call Center Role: Primarily email-based communication with occasional calls to internal parties.
Development Opportunity: Gain experience and skills to transition into an Associate Account Manager role or other sales/customer service roles.

📝 Enhancement Note: This role offers a unique opportunity for entry-level candidates to develop their skills and progress within the company, given the average employee tenure of 10 years and the company's aggressive growth goals.

💻 Primary Responsibilities

Customer Request Management:
- Enter customer requests in CRM tool and follow through to completion.
- Manage open CRM requests to ensure cases and associated tasks remain current and do not go overdue.
- Respond to customers on follow-up communications related to non-strategic matters as instructed by the team.
Operational Tasks:
- Follow up with customers on requirements to fulfill requests initiated by internal departments.
- Process and complete tasks assigned by the Customer and Account Manager, including license and title changes, transportation requests, mass driver/vehicle uploads, enrolment of maintenance-only vehicles, vehicle termination requests, and more.
- Assist with answering overflow customer telephone calls during peak call times.
Reporting and Documentation:
- Create new reports and generate recurring reporting in support of customer requests.
- Create/Update/Maintain Customer Profiles as instructed.
- Assist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.
- Process Used Vehicle Fair Market Value (FMV) Quote requests via an automated system.
- Scan and index documents as required.
Issue Escalation:
- Escalate issues that impact service delivery.

📝 Enhancement Note: This role requires strong multitasking and prioritization skills, as candidates will be managing several incoming requests and following up with different parties simultaneously.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant post-secondary education is an asset.

Experience: Previous customer service experience in retail, corporate, call center, or hospitality environments. Computer literacy with experience using Outlook, Excel, and navigating new systems.

Required Skills:

Strong communication skills
Problem-solving skills
Ability to learn and navigate new systems quickly
Multitasking and prioritization skills

Preferred Skills:

Experience with CRM tools
Familiarity with fleet management or logistics industry
Bilingual (English/French) skills

📊 Customer Support Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through customer service case studies or testimonials.
Showcase problem-solving skills with examples of resolving complex customer issues.
Highlight multitasking and prioritization skills with examples of managing multiple customer requests simultaneously.

Technical Documentation:

Provide examples of reports or documentation created to support customer requests.
Demonstrate understanding of customer hierarchy structures and reporting requirements.

💵 Compensation & Benefits

Salary Range: CAD $21.00 - $23.00 per hour

Benefits:

Contract to hire role with potential conversion to permanent after 6 months.
Opportunities for career growth and development within the company.
Average employee tenure of 10 years, indicating a stable work environment.

Working Hours:

Monday - Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM
Hybrid work arrangement: 3 days in office, 2 days remote after initial training.

🎯 Team & Company Context

Company Culture:

Industry: Logistics and fleet management.
Company Size: Large, with aggressive growth goals and a recent merger with two other companies.
Founded: Information not provided.

Team Structure:

The Customer Support team works closely with Account Managers and other operating departments to ensure customer satisfaction.
The team is responsible for managing customer service requests via email and assisting with various operational tasks.

Development Methodology:

The role follows a structured development path, with the opportunity to transition into an Associate Account Manager role or other sales/customer service roles after gaining experience.

Company Website: TEKsystems

📝 Enhancement Note: TEKsystems is a leading provider of business and technology services, with a strong focus on customer satisfaction and employee development. The company offers a supportive work environment with opportunities for career growth and progression.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level, with the opportunity to progress into an Associate Account Manager role or other sales/customer service roles.

Reporting Structure: The Customer Support Specialist reports directly to the Customer and Account Manager and works closely with other operating departments to ensure customer satisfaction.

Technical Impact: The role has a direct impact on customer satisfaction and service delivery, as the Customer Support Specialist is responsible for managing customer service requests and ensuring accurate and timely completion of tasks.

Growth Opportunities:

Transition into an Associate Account Manager role or other sales/customer service roles after gaining experience.
Opportunities for professional development and skill enhancement within the company.

📝 Enhancement Note: This role offers a clear career progression path, with the opportunity to develop skills and gain experience in customer support and potentially transition into a sales or management role within the company.

🌐 Work Environment

Office Type: Corporate office environment with a hybrid work arrangement (3 days in office, 2 days remote after initial training).

Office Location(s): Mississauga, Ontario, Canada

Workspace Context:

Collaborative work environment with a focus on customer satisfaction and service delivery.
Access to necessary tools and resources to manage customer service requests and complete operational tasks.
Opportunities for cross-functional collaboration with other departments, such as sales, marketing, and operations.

Work Schedule:

Monday - Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM
Hybrid work arrangement: 3 days in office, 2 days remote after initial training.

📝 Enhancement Note: The hybrid work arrangement offers flexibility and a balance between on-site collaboration and remote work, allowing employees to manage their time and workload effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Assess communication skills, problem-solving abilities, and understanding of the role's requirements.
In-depth Interview: Evaluate customer service experience, multitasking skills, and cultural fit with the team.
Final Interview: Assess understanding of the company, its industry, and the role's responsibilities.

Portfolio Review Tips:

Prepare case studies or examples demonstrating strong communication skills, problem-solving abilities, and multitasking skills.
Highlight any experience with CRM tools or fleet management industry knowledge.

Technical Challenge Preparation:

Brush up on customer service skills and best practices.
Familiarize yourself with the company's industry and business model.
Prepare questions to ask the interviewer about the company, its culture, and the role's responsibilities.

ATS Keywords:

Customer Service
Problem Solving
Multitasking
Prioritization
Communication Skills
CRM Tools
Fleet Management
Logistics
Customer Satisfaction
Service Delivery

📝 Enhancement Note: Emphasize strong communication skills, problem-solving abilities, and multitasking skills throughout the application and interview process to demonstrate a strong fit for the role.

🛠 Technology Stack & Customer Support Infrastructure

Customer Support Tools:

CRM tool (e.g., Salesforce, Microsoft Dynamics 365, or similar)
Fleet management software (e.g., FleetView or similar)
Email client (e.g., Microsoft Outlook or similar)
Word processing and spreadsheet software (e.g., Microsoft Office or similar)

📝 Enhancement Note: Familiarity with CRM tools and fleet management software is an asset but not a requirement, as training will be provided.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer satisfaction and service delivery.
Problem Solving: Demonstrate strong problem-solving skills and the ability to find creative solutions to customer issues.
Multitasking: Manage multiple customer requests simultaneously and prioritize tasks effectively.
Communication: Maintain clear and professional communication with customers and internal parties.

Collaboration Style:

Cross-functional Collaboration: Work closely with other departments, such as sales, marketing, and operations, to ensure customer satisfaction and service delivery.
Knowledge Sharing: Contribute to a collaborative work environment by sharing best practices and learning from colleagues.
Continuous Learning: Stay up-to-date with industry trends and best practices in customer support and service delivery.

📝 Enhancement Note: The customer support team values strong communication, problem-solving, and multitasking skills, as well as a commitment to customer satisfaction and service delivery.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Requests: Manage a high volume of customer service requests efficiently and effectively.
Complex Issues: Resolve complex customer issues requiring in-depth problem-solving and creative solutions.
Tight Deadlines: Meet tight deadlines for customer service requests and ensure accurate and timely completion of tasks.

Learning & Development Opportunities:

Career Progression: Transition into an Associate Account Manager role or other sales/customer service roles after gaining experience.
Professional Development: Participate in training and development opportunities to enhance customer service skills and knowledge.
Industry Insights: Gain insights into the fleet management and logistics industry, and develop a deep understanding of the company's business model.

📝 Enhancement Note: This role offers a unique opportunity to develop customer service skills and gain experience in a supportive work environment with a clear career progression path.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for customer service scenarios that assess communication skills, problem-solving abilities, and multitasking skills.
Industry Knowledge: Brush up on fleet management and logistics industry knowledge, as well as the company's business model.
Role-Specific Questions: Familiarize yourself with the role's responsibilities and prepare questions to ask the interviewer about the company, its culture, and the role's expectations.

Company & Culture Questions:

Company History: Research the company's history, recent mergers, and aggressive growth goals.
Company Culture: Prepare questions to assess the company's culture, values, and work environment.
Team Dynamics: Familiarize yourself with the customer support team's structure and dynamics, and prepare questions to ask about collaboration and communication within the team.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or examples demonstrating strong communication skills, problem-solving abilities, and multitasking skills.
Best Practices: Highlight best practices in customer service and share insights into industry trends and developments.
Company Fit: Tailor your portfolio and presentation to showcase your fit with the company's culture, values, and work environment.

📝 Enhancement Note: Emphasize strong communication skills, problem-solving abilities, and multitasking skills throughout the interview process to demonstrate a strong fit for the role and the company's culture.

📌 Application Steps

To apply for this Customer Support Specialist position:

Resume Optimization: Tailor your resume to highlight customer service experience, communication skills, and problem-solving abilities.
Portfolio Preparation: Prepare case studies or examples demonstrating strong communication skills, problem-solving abilities, and multitasking skills.
Company Research: Research the company's history, recent mergers, and aggressive growth goals, as well as its culture, values, and work environment.
Interview Preparation: Familiarize yourself with the role's responsibilities, prepare for customer service scenarios, and brush up on fleet management and logistics industry knowledge.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Entry Level Customer Support Specialist