Client Representative

Note: This position is a unionized hybrid role and requires you to live in Manitoba, Canada.

Job Summary 

The Client Representative role is responsible for communicating with clients, investigating and documenting client issues, and facilitating and implementing appropriate resolutions using our documented standards. This position supports our Union vertical solutions.

Responsibilities 

1. Client Interaction and Support

• 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.

2. Technical Analysis and Documentation

• 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.

3. Product Knowledge and Training

• 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.

4. Internal Collaboration

• 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.

5. Service Level Agreements (SLA)

• Meet and exceed SLA standards – resolve tickets in a timely manner while upholding client service standards.

6. Continuous Improvement

• 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.

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

Skills 

• 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
• Knowledge or interest in labor unions is beneficial

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• 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

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

Please note the hiring process for this role requires a video interview and an assessment.