Digital Support Specialist in Mississauga, Ontario at CXAi

Who Are We?

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for flawless AR, Omni-Channel CX, Digital Transformation, and Smart Software solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges.

We are looking for customer-focused and adaptable Digital Support Specialists to provide exceptional support across voice, chat, and email channels. While this is a multi-channel role, the primary responsibility will be handling inbound customer calls (voice support). Chat and email support will be assigned as needed based on business requirements and volume.

The ideal candidate has strong communication skills, enjoys helping customers, can multitask effectively, and delivers a positive customer experience across all support channels.

• Provide outstanding customer support primarily through voice (inbound calls) while maintaining professionalism, empathy, and accuracy.

• Respond to customer inquiries via live chat and email as a secondary or backup support channel when required.

• Analyze customer concerns and provide timely, accurate, and effective resolutions.

• Manage customer interactions efficiently while meeting quality and productivity standards.

• Handle high volumes of customer contacts across multiple channels based on business needs.

• Accurately document customer interactions in the CRM system.

• Escalate complex issues when necessary while ensuring appropriate follow-up.

• Maintain excellent time management and organizational skills in a fast-paced environment.

• Deliver a positive customer experience by demonstrating empathy, active listening, and problem-solving skills.

• Excellent verbal and written English communication skills.

• Strong customer service and problem-solving abilities.

• Ability to multitask and adapt between voice, chat, and email support.

• Ability to work efficiently under pressure while maintaining accuracy and professionalism.

• Strong analytical skills with the ability to understand customer needs and recommend appropriate solutions.

• Comfortable working in a fast-paced, performance-driven environment.

• At least 1 year of experience in a customer service voice support environment (required).

• At least 1 year of live chat customer support experience (preferred).

• At least 1 year of customer service email support experience (preferred).

• Experience working in a high-volume contact center environment.

• Experience using CRM systems is an advantage.

• Experience with Salesforce is a plus.

• Experience with Amazon Connect (AWS) is an advantage.

• Ability to type quickly and accurately without relying heavily on AI or translation applications.

• Strong PC skills, including proficiency in Microsoft Word, Excel, and Outlook.

• Full-time position with rotational shifts, including weekends and holidays, based on business requirements.

• Training is onsite for the first 3 months. Successful candidates are required to attend onsite training before transitioning to their assigned work arrangement, subject to business requirements.

Why You Would Love to Work Here

• Be a part of an award-winning, fast-growing company.
• Thrive in an innovative culture that promotes ongoing learning with training and mentorship opportunities.
• Competitive compensation package, commensurate with experience, plus benefits.

Additional Information

CXAi welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.