Client Representative (Hybrid- Winnipeg, Manitoba, Canada)

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