The Client Representative role is responsible for communicating with clients, investigating and documenting client issues while facilitating and implementing appropriate resolutions using our documented standards.
Responsibilities
Answer "how to" questions from clients
Speak with clients to quickly get to the root of the problem
Perform simple analysis to evaluate new requests
Research technical issues
Write and maintain technical business requirements documents for clients
Be a product expert so you can advise clients on how to use our software to solve their needs
Liaise with internal departments to investigate and escalate technical issues as appropriate
Respond to incoming calls, tickets, and/or emails
Work with other Account Support staff to triage and resolve issues
Meet and exceed SLA standards – resolve tickets in a timely manner, while upholding client service standards
Monitor and expand knowledge on all product releases
Listen to clients and probe as appropriate to discover needs while fulfilling client expectations
Track and escalate open tickets to internal teams as required
Provide timely and accurate feedback and reports to clients
Leverage and provide content for internal knowledge base
Ensure that all tickets are properly categorized and recorded, including troubleshooting information
Ability to prioritize and manage multiple open tickets at one time
Develop and maintain excellent working relationships with staff and clients
Advocate for the client and their feedback to the Product and Professional Services teams
Communicate and document client challenges and opportunities to Account Managers
Make recommendations of processes and technologies that will improve efficiency and effectiveness
Always look for ways to improve the client experience, whether through avenues of communication, process improvement, or tools
Work with the Continuous Improvement team to schedule, communicate, and confirm upgrades with clients
Other related duties as assigned
Requirements
2+ years of helpdesk or software support analyst experience
Bachelor's degree or college diploma in an information technology field or equivalent on-the-job experience is recommended
Knowledge of Zendesk, SDLC, SQL, and AWS are assets
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