Location:Vancouver, BC, CA, V6B 3K9
Req ID: 49610
Jobs by Category: Technology Solutions
Job Function: Technology
Status: Full Time
Schedule: Regular

A BIT ABOUT US

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks

In this role, you’ll be at the heart of our client support operations, ensuring smooth and efficient service delivery. A typical week will have you:

• Triaging and dispatching incoming support requests from clients, ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work here directly impacts client satisfaction and service efficiency
• Monitoring and managing open support tickets, coordinating with technical staff to facilitate escalations and adjust priorities. You’ll help keep the team focused on the most urgent needs, ensuring clients receive timely and effective solutions
• Communicating with clients throughout the support process, providing clear updates on the status of their requests. You’ll help clients feel supported and valued, ensuring their needs are met and that they are fully satisfied with the outcome
• Collaborating with Client Services Managers to address service-related concerns, fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence
• Reviewing and refining open ticket queues alongside the technical team to ensure no issues go unresolved. You’ll help streamline workflows and ensure continuous progress toward resolution
• Documenting service requests thoroughly in our problem tracking system, ensuring all details, time entries, and solutions are accurately logged. You’ll help create a knowledge base that empowers the entire team to resolve issues more efficiently
• Providing Tier 1 technical support, working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions, you’ll be a key player in delivering direct assistance to users, ensuring minimal disruption to their business
• Guiding users through technical difficulties by offering training and advice, helping them become more confident in their tech use. You’ll not only solve their problems but also empower them to prevent future ones