Remote Client Representative
Togetherwork
πRemote - Worldwide
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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 β 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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Please let Togetherwork know you found this job on JobsCollider. Thanks! π