Customer Support Specialst

Job Responsibility:

Who We Are At IBEX Payroll (IBEX), we create software to empower and inspire Canadian organizations.

IBEX makes life easier for small to medium sized businesses. We provide tools in the areas of payroll, scheduling, time tracking, custom reporting, HR & Management and more - so our customers can focus on what they do best. We also have another brand called Inclusion System that supports the Canadian community living industry.

We care about creating a place where people can do work that matters and feel supported as they grow. This shows in our dedication to positively impacting individuals, promoting team connection, and encouraging balance in all areas of life.

Who We Need We are expanding our IBEX team and need a Customer Support Specialist on a permanent, full-time basis. They will use their technical savvy, talent for details and organization, high empathy for people, and excellent communication skills to provide helpful solutions for our customers.

This is the right role for you if you love solving problems, are curious, are caring, and enjoy working with complex systems!

What You Will Do You will be part of our core business operations team, gaining a deep understanding of the customer request workflow - from initial inquiry through to resolution.

You'll find success and be challenged by resolving customer issues while becoming an expert at using our request tracking platform and other related tools.

You will thrive by learning our software, collaborating with teammates on setups and solutions, adapting to new features, and contributing to forums with suggestions to improve our software and processes.

You will contribute to regular team meetings and one on one time with your coach.

Who You Are A caring and clear communicator who can connect with a diverse range of people of varying communication styles and technical skills. You are able to do so verbally or in writing, through in-bound or out-bound calls, email, in-person, and other channels.

• A self-starter who takes initiative to work through your responsibilities but you know when it's right to ask a teammate for help regardless of your work location (for example working in-person or virtually).
• Experienced at solving issues that differ in complexity, demonstrating analytical and technical abilities, and willingness to resolve.
• Organized and skilled at balancing priorities, timely, a helpful team member, and knowledgeable of when to escalate issues.
• Adaptable to high-demand workloads and change.
• Keen to learn new subject matter, new tools, and computer applications.
• Experienced in Payroll or related responsibilities, gained through education and/or previous experience. Some examples of related responsibilities are: book keeping, data analysis, balancing cash, HR data analysis, union duties, board treasurer etc. You may have other experiences that are relevant, feel free to tell us about them in your cover letter.
• Experienced in using Microsoft Excel (or similar software) to analyze and organize spreadsheets and/or large data sets. Candidates should be comfortable with basic Excel functions; those with limited Excel experience must be willing to complete company-sponsored training as part of their ongoing development in this area.
• Able to work in-person, full-time during onboarding period (approximately 2-3 months) at our office, located at 421 Mulvey Avenue East, Winnipeg, Manitoba, Canada, R3L 0R6. Following onboarding, able to work in a hybrid setting between remote work and in-office (two days per week) to support customers that visit the office from time to time.

What's Here for You Empowerment: We want you to succeed and this begins with meeting you where you are. We have consistent and regular coaching meetings to understand what tools and resources you need to learn, develop, and grow. Benefits, Wellness and Balance: Beyond your physical health, we support your overall well-being. We provide a flexible and remote-friendly work environment, fair market rate compensation, training and education support, group benefits, employee family assistance program, and paid time off including paid Do Good days so you can give back to community, and other good things!

Transparency: We keep all team members informed, including weekly updates on the top company priorities, monthly reports on our growth, and quarterly Town Hall meetings with question and answer periods to discuss business updates and company direction. Fun: We know a thing or two about having fun times. Food, games, big events, small events, learning together - there are opportunities for everyone to feel that they belong. And while we like being together, we also make sure to respect personal time outside of work.

Interested? We would love for you to apply! Click on the apply button or click on this job posting link.

Your application must include the following: 1) A cover letter that gives us a sense of who you are and why you want the job, and 2) A resume that outlines your relevant experience and abilities.

The application deadline is May 11th, 2025.