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.
  

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• 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.