Customer Support Representative (12-month Contract)

About the role

As the largest Canadian-owned and operated K-12 publisher, Nelson Education Ltd. is Canada's only heritage education content provider, known for its innovative products and solutions catering to learners across the country. Nelson is on a mission to make learning accessible, engaging, and effective for all. That's why Nelson continuously strives to create dynamic curriculum-aligned content that caters to diverse learning styles, fostering critical thinking, creativity, and life-long learning. In response to the evolving education landscape, Nelson developed Edwin, a digital learning ecosystem. Edwin is a learning platform for classroom success, providing curriculum-linked content, engaging tools and unparalleled support to reach every student. Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible, one learner at a time. About this position The Customer Support Representative, Edwin Support is responsible for delivering a high-quality, professional customer experience across all Edwin-related interactions. Operating as a core member of the Edwin Support team, this role serves as the primary point of contact for customers reaching out via phone and email - handling inquiries, resolving issues, and ensuring every interaction reflects the standard of service Edwin is committed to delivering. Reporting to the Assistant Manager, Edwin Support, the Customer Support Representative is expected to bring a customer-first mindset, strong communication skills, and a consistent commitment to accuracy and quality in every interaction. This a full time contract role and there are 2 available schedule for this role: Monday to Friday: 8am to 4pm EST Monday to Friday: 10am to 6pm EST Key Accountabilities Serve as the primary point of contact for Edwin customers across phone and email channels, managing inquiries and issues through to resolution in a timely and professional manner. Demonstrate a thorough and current understanding of the Edwin product, policies, and procedures, ensuring customers receive accurate and consistent information at every touchpoint. Adhere to all defined workflows, escalation protocols, and standard operating procedures, maintaining compliance with service level requirements and quality standards. Identify and escalate complex, sensitive, or unresolved issues to the appropriate tier in a timely manner, ensuring customers are never left without a clear path to resolution. Maintain accurate and complete records of all customer interactions in accordance with documentation standards. Participate actively in training, onboarding, and ongoing development programs, applying learning to continuously improve the quality and effectiveness of customer interactions. Contribute to a positive, collaborative team environment by sharing knowledge, supporting colleagues, and upholding team standards. Provide feedback on recurring issues, knowledge gaps, or process inefficiencies to support continuous improvement across the Edwin Support function. Requirement Exceptional customer service skills, demonstrating a professional tone at all times. Excellent well-developed oral and written communication skills The ability to listen, focus and provide the most appropriate course of action or resolution. Strong problem-solving skills - enjoys thinking outside the box. Responsive, proactive, and interpersonal Demonstrate effective time management and organizational skills with a keen eye for detail. The ability to multi-task and to recharge daily. Enjoys working independently as well as collaborating with peers. Digitally savvy with trouble-shooting ability and confidence to think quickly on one's feet. Excellent PC, MS Office, Teams, and Internet skills. AS400, Salesforce or NetSuite experience is an asset. Work remotely, be able to work the designated shift (9:30am to 5:30pm) with flexibility during the workday 8am to 6pm as needed for coverage and periodic overtime during peak seasons Bilingual (English/ French) is an asset. Call center experience is an asset. Compensation The base salary for this contract full-time contract position begins at $45,000 per annum based on experience. Compensation is part of our broader Total Rewards package, which includes benefits and programs that support employee well-being and growth. What We Offer At Nelson, we believe in taking care of our people. Your well-being, growth, and work-life balance matter to us, which is why we offer a comprehensive benefits package designed to support you - professionally and personally. The below benefits apply to this temporary contract position: This role is primarily on-site with some hybrid flexibility, M-F, standard business hours Commuter friendly location (Sheppard & Don Mills) Free parking on-site Free, convenient shuttle bus service from Don Mills Subway Station to and from the office Access to on-site fitness center and fitness classes Access to LinkedIn Learning for cont

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