Client Representative

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