Customer Support Representative

Customer Support Representative

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Global Insurance Services (GIS) supports customers and families through insurance and financial service solutions, including life, bereavement, and funeral-related services. This environment requires a high level of professionalism, empathy, discretion, and customer care when assisting individuals during sensitive life events.

As a Customer Support Representative from this organization, you will respond to basic inbound customer call inquiries and escalations, along with performing data management and validation within a proprietary database.

What will you do:

• Answer inbound calls and respond to basic customer questions and/or forward escalations via email to appropriate personnel.
• Record calls in the account history with the results of the inquiry; initiate required confirmations without direct supervision. Research customer inquiries and respond to appropriate parties in a timely manner.
• Process inbound calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Record calls, process requests, and update account history with the results of inquiries, including proper documentation.
• Perform data entry and match documents to appropriate accounts, processing pricing requests and validating records to ensure accurate, complete, and reliable data within a proprietary database.
• Interface with team members, management, and customers regarding customer service issues.

Mandatory Requirements:

• 2 years of call center experience is mandatory
• Exceptional verbal and written communication skills with excellent typing skills
• Exceptional empathy, compassion, and customer service skills when supporting individuals during sensitive life events
• Strong interpersonal and communication skills with the ability to handle emotionally sensitive conversations professionally
• Proven de-escalation skills and ability to remain composed under pressure
• You'll need a quiet, dedicated workspace and reliable internet connection
• Strong organizational skills with the ability to manage tasks efficiently and meet deadlines consistently
• Proficient in gathering and verifying data from diverse digital sources
• Skilled in critical thinking and categorizing information accurately for reporting or decision-making
• Flexible and adaptable to shift changes

Education:

• Minimum degree required: High school diploma or G.E.D. (diploma has to be provided)

Work Environment

• This position is fully remote within Canada only
• Home base, remote – laptop, headset, monitor will be provided
• Schedule: Afternoon Shift. Shift: Tuesday–Sunday, 2:30 PM EST to 11:00 PM EST.
• All applicants must be legally authorized to work in Canada without requiring sponsorship now or in the future

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.