Client Representative at Valsoft Corporation
Winnipeg, MB, Canada -
Full Time


Start Date

Immediate

Expiry Date

30 Sep, 25

Salary

0.0

Posted On

01 Jul, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Communication Skills, Self Management, Creativity, Task Completion, Sql, Aws, Time Management

Industry

Information Technology/IT

Description

UnionWare is Looking for a Achievement-Focused Client Representative to Support Union Success

POSITION DESCRIPTION:

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.

REQUIRED/MINIMUM QUALIFICATIONS:

  • 2+ years of helpdesk or software support analyst experience is ideal.
  • Bachelor’s degree or college diploma in an information technology field or equivalent to the job experience is recommended.
  • Knowledge of software development life cycle, SQL, AWS, and Office 365 are assets.

ADDITIONAL OR PREFERRED QUALIFICATIONS:

  • Excellent client service and communication skills.
  • Sound critical thinking/analytical skills.
  • Strong 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 Labour Unions is beneficial.

    ValsoftG

Responsibilities
  • Triage, track, and escalate open tickets to internal teams as required.
  • Ensure that all tickets are properly categorized and recorded, including troubleshooting information.
  • Investigate client-reported issues across both standard and customized software environments by utilizing strong critical thinking and troubleshooting skills.
  • Confidently lead client meetings to troubleshoot complex problems or define new requirements.
  • Research technical issues.
  • Write and maintain technical business requirements documents for clients.
  • Act as a product expert, guiding clients in using the software effectively and staying informed on new features and updates.
  • Respond to incoming calls, tickets and/or e-mails in accordance with SLA standards.
  • Use active listening and targeted questioning to uncover underlying client needs and identify new requirements or get to the root cause of a problem.
  • Take ownership of support requests, working independently while keeping clients regularly updated on status and timelines.
  • Leverage and provide content for internal knowledge base.
  • 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.
  • Actively participate in team discussions and process improvements.
  • Always look for ways to improve the client experience, whether through avenues of communication, process improvement, or tools.
  • Other related duties as assigned.
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