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About the Role

The Customer Support Representative, Edwin Support (part-time) is responsible for delivering a high standard of customer service outside of core business hours, serving as a consistent, knowledgeable point of contact for Edwin customers when the broader team is not available. This role requires self-sufficiency, sound judgment, and appropriate escalation of critical issues.

Responsibilities

• 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.
• Adhere to all defined workflows, escalation protocols, and standard operating procedures.
• Identify and escalate complex, sensitive, or unresolved issues to the appropriate tier in a timely manner.
• Maintain accurate and complete records of all customer interactions.
• Participate actively in training, onboarding, and ongoing development programs.
• 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.

Requirements

• 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.
• Responsive, proactive, and interpersonal.
• 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.
• Work remotely.
• Bilingual (English/ French) is an asset.
• Call center experience is an asset.

Skills

• AS400
• Salesforce
• NetSuite

Location

• Commuter friendly location (Sheppard & Don Mills)
• Work remotely

Work Type

• Part-time
• Contract
• On-site
• Hybrid

Experience Level

• Based on experience

Salary/Compensations

• The base hourly rate for this contract part-time position begins at $23 per hour based on experience.

Benefits

• This role is primarily on-site with some hybrid flexibility
• 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 continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and many things in-between.

About the Company

• 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.
• 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.

Equal Opportunity

• Nelson teaches the world by learning from everyone in it.
• We are committed to fostering an equitable, diverse, and inclusive workplace environment.
• This is an integral part of our company’s culture and mission that aligns with our four key pillars of Employee Diversity, Developing Authentic and Accurate Content, Amplifying External Voices, and Supporting the Local Community and Beyond.
• We believe in the power of education and our ability to impact social change.
• Truth, honesty, integrity, and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners.
• We value a respectful, inclusive, and safe workplace that nurtures belonging and represents many different cultures, backgrounds, perspectives, and opinions.
• Everyone is free to be who they are.
• We foster and continue to build relationships that are equitable, diverse, and inclusive with existing and future partners in education.
• We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity, diversity, and inclusion at the core of what we do in our resources, the workplace, the educational community, and in the larger society.
• We strive to build an inclusive world for everyone.
• We are stronger together.
• Nelson uses AI support tools in our applicant tracking system to help with tasks such as summarizing points and anonymizing applications. All candidate screening, assessments, and hiring decisions are done by people.
• Nelson is committed to keeping candidates informed. All candidates who attend an interview for a publicly advertised role will be notified of the outcome of their candidacy. Candidates will be notified of the hiring decision no later than 45 days after the last interview.
• Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity.
• As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.
• Should you require any accommodation during our recruitment and selection process, please reach out to peopleandengagement@nelson.com.