COMPANY OVERVIEW:

The Globe and Mail is a national icon and one of Canada's most recognized media brands. We proudly serve as a trusted destination for Canadians seeking the highest caliber of journalism, and we've garnered international acclaim for our data visualization, design, and creative storytelling.

We are committed to fostering diversity and inclusivity by reflecting all Canadians in both the stories that we tell and the composition of our workforce. We are proud partners with organizations like Indigenous Works, Pride at Work, the Canadian Centre for Diversity and Inclusion, and we are a signatory of the BlackNorth Initiative. Recognizing the importance of work-life balance, we offer flexible work arrangements and support programs. We also invest in our employees' growth through training and mentorship opportunities, enabling you to expand your skills and embrace new challenges.

No matter your position at The Globe, you'll be an integral part of an organization dedicated to making a positive difference in Canada. Join us.

POSITION OVERVIEW:

The Product Support Specialist (PSS) plays a key role in ensuring exceptional customer experiences at The Globe and Mail. This role collaborates directly with readers, subscribers, and internal/external partners to resolve escalated issues, provide support, and contribute subject matter expertise. Working collaboratively across teams, this role directly contributes to optimizing service delivery, building subscriber loyalty, and achieving our customer experience goals.

KEY RESPONSIBILITIES:

• Resolve escalated customer service issues with subscribers and readers across phone, email, chat, and social media channels.
• Provides product and process support to front-line service team members, empowering them to effectively assist customers.
• Collaborates with Product Managers, IT, vendors and other stakeholders to troubleshoot and resolve complex customer service issues.
• Drafts clear and concise knowledge base articles (internal and public-facing) for both new and existing processes to enhance self-service and reduce support workload.
• Leverages expertise with service platforms (Salesforce, AWS Connect, Zuora, Limio, etc) to support the analysis of customer service issues upon management request. This includes reviewing user behavior, transactions, and customer feedback.
• Utilizes data-driven insights to inform process improvement recommendations to enhance the customer experience and empower agents to deliver exceptional service.
• Provides subject matter expertise (SME) on The Globe and Mail's products and services, collaborating with internal teams (sales, marketing, QA, product, etc.) on new initiatives, assigned projects, service enhancements and policy changes.
• Creates clear and concise Jira tickets with user stories outlining desired outcomes and acceptance criteria as required.
• Collaborates with internal stakeholders to update training documentation for the Contact Centre. This includes documenting workflows and any product-specific information. As required, participates in knowledge transfer sessions with the Contact Centre trainer.
• Maintains in-depth knowledge of The Globe and Mail’s products and services including related features and benefits.

Note: Possible shift and weekend work schedule

QUALIFICATIONS:

• Minimum of 3 years of experience in a customer-facing role with a focus on problem-solving and technology or/and post-secondary degree in an equivalent field
• Possess exceptional oral and written communication skills. Specifically using the phone, chat, email and social. Is able to communicate complex concepts in a clear and concise format
• Has a genuine passion for helping people and providing excellent customer service
• Possesses strong problem resolution skills and is able to successfully de-escalate complex customer issues
• Strong working knowledge of Microsoft Suite and ability to learn and use web-based SaaS tools
• Proficiency in PC and Macintosh desktop browsers and operating systems
• Comfortable navigating web and digital tools, with a proven ability to quickly learn and adapt to new technologies
• Strong understanding of tablet and mobile technology including Apple iOS and Android.
• Strong understanding of SSO concepts, social login and overall digital account access options
• Understanding of financial investments/products (stocks, funds, etc.) is an asset
• Intimate knowledge of Globe and Mail Customer Care applications (SAP, Jira, Salesforce Service Cloud, Amazon Connect, Slack) is an asset
• In depth knowledge of The Globe and Mail’s suite of Digital products with a specialization in technical troubleshooting (Gam.com, Globe2Go, Globe and Mail investment tools) is an asset.

SALARY: This position is classified under Group BB of the Circulation Collective Agreement.

WHY CHOOSE THE GLOBE:

The Globe’s mission is to deliver essential content – news, information, analysis and insights – for aspiring individuals and strong communities. The Globe is committed to providing a respectful and inclusive workplace that upholds our values of integrity, collaboration, innovation and accountability.

As Canada’s most respected media brand The Globe is dedicated to making a difference to Canada and you can make a difference by working with us.

WE OFFER:

• Competitive compensation to ensure we hire, retain and reward team members
• Hybrid work environment that promotes work-life balance
• Generous vacation and flexible work arrangements
• Parental leave top-up
• Competitive health and dental benefits
• Defined Benefit pension plan
• Annual wellness subsidy
• On-site chiropractor and registered massage therapist
• Employee and family assistance program
• Free digital subscription to globeandmail.com and 40% off other Globe products
• Education assistance for external training courses
  

SUPPORTING YOUR GROWTH:

• We are committed to creating equitable opportunities for all employees, to enable everyone to reach their full potential. This commitment is embedded in our strategic plan and core values.
• There are lateral and upward advancement opportunities for rewarding and developing careers.
• We believe in mentorship and collaborative peer-to-peer learning and have both formal and informal programs in place to encourage knowledge-sharing.
• We support continuing education and provide both internal and external opportunities for training and development.

VACCINATION POLICY:

All offers of employment with The Globe and Mail are conditional upon the candidate being Fully Vaccinated. To be Fully Vaccinated is defined as someone who has received the full series of a vaccine or a combination of vaccines accepted by the Government of Canada (currently Pfizer, Moderna, AstraZeneca, Janssen) and has received the last dose at least 14 days prior to their start date. To prove they are Fully Vaccinated, all new hires will be required to provide evidence by emailing a copy of their vaccine dose administration receipt(s) to Human Resources prior to their start date. Those seeking exemption based on one or more of the protected grounds in the Human Rights Code will need to provide their request for accommodation to Human Resources for approval. If the accommodation request is not approved and the candidate is not Fully Vaccinated, any offer of employment will be revoked.

THE GLOBE AND MAIL IS DEDICATED TO DIVERSITY AND INCLUSION IN THE WORKPLACE

The Globe and Mail is committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We believe this strengthens our business and our journalism. We welcome and encourage applications from individuals from all groups, regardless of race, ethnicity, culture, gender, sexual orientation, religion, socio-economic status, age, and physical ability. As required by the Federal Contractors Program, The Globe also tracks the proportion of staff in the four Employment Equity categories (Women, Aboriginal Peoples, Persons with Disabilities, and Members of Visible Minorities) to ensure we are reflecting the areas in which we work.

The Globe and Mail offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.