Remote Client Representative

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Togetherwork

πŸ“Remote - Worldwide

Job highlights

Summary

Join us as a Client Representative at Togetherwork, where you'll communicate with clients, investigate issues, and facilitate resolutions. This unionized hybrid role requires living in Manitoba, Canada.

Requirements

  • 2+ years of helpdesk, tier 2 support or software support analyst experience
  • Bachelor's degree or college diploma in an information technology field or 4 years of on the job experience
  • Knowledge of Zendesk, SDLC, SQL, and AWS are preferred
  • Excellent client service and communication skills
  • Must demonstrate sound critical thinking/analytical skills
  • General technical literacy is paramount to success in this role
  • High work standards - work ethic, task completion, consistency, follow-up, accuracy/attention to detail, time management
  • Personal management skills - accountability, self-management, adaptability, creativity, initiative, implementation skills, and problem-solving

Responsibilities

  • Answer 'how to' questions from clients
  • Speak with clients to quickly get to the root of the problem
  • Respond to incoming tickets, emails, and/or calls
  • Listen to clients and probe as appropriate to discover needs while fulfilling client expectations
  • Provide timely and accurate feedback and reports to clients
  • Document client bugs for the development team to tackle efficiently
  • Perform simple analysis to evaluate new requests
  • Research technical issues
  • Write and maintain technical business requirements documents for clients
  • Track and escalate open tickets to internal teams as required
  • Ensure that all tickets are properly categorized and recorded, including troubleshooting information
  • Be a product expert to advise clients on how to use our software to solve their needs
  • Monitor and expand knowledge on all product releases
  • Leverage and provide content for internal knowledge base
  • Liaise with internal departments to investigate and escalate technical issues as appropriate
  • Develop and maintain excellent working relationships with staff and clients
  • Communicate and document client challenges and opportunities to Account Managers
  • Meet and exceed SLA standards – resolve tickets in a timely manner while upholding client service standards
  • Make recommendations of processes and technologies that will improve efficiency and effectiveness
  • Always look for ways to improve the client experience through communication, process improvement, or tools

Benefits

  • Personal training plans and professional development opportunities
  • Flexible work hours
  • Focus on work/life balance
  • A modern, creative and open concept office
  • Social Committee Events
  • Innovative culture, including hack weeks for everyone
  • Basic Life Insurance for employees and dependents
  • Standard Group Medical & Dental Benefits
  • AD&D/STD/LTD
  • Extended Health coverage
  • Family Responsibility Leave
  • Group RSP (Retirement Savings Plan) with 100% company match up to 4% of base salary
  • Group TFSA (Tax Free Savings Account)
  • 15 vacation days annually
  • 12 paid holidays annually
  • Profit Sharing
  • Remote work
  • Wellness benefit

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