Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
About the role
- Client Support Specialist troubleshooting and supporting Civix’s Go Grants software for emergency management agencies. Training users, testing updates, and resolving client issues remotely.
Responsibilities
- Establish and foster client relationships, gain client trust and represent Civix’s core values
- Resolve client inquiries and issues in a timely manner; communicate resolution through email and phone
- Document and record client interactions in designated client management systems
- Manage open calls by identifying and prioritizing issues according to published policies
- Evaluate technical issues and escalate to senior team members or department members when needed
- Collaborate with other teams, departments and divisions on software application issues
- Understand and provide guidance on clients’ process and business requirements
- Complete minor business analysis on client update requests
- Communicate business requirements and client requests to the development team
- Work with software developers to troubleshoot and debug programs
- QA/test software updates and revisions
- Create end user documentation
- Train users on system functionality
- Travel to client sites to conduct software training
Requirements
- Minimum 5 years of experience in providing software support and/or training to end users
- Excellent interpersonal and communication skills
- Ability to prioritize and complete multiple tasks in a fast-paced, technical environment
- Strong analytical and problem solving skills
- Ability to work independently and in a team environment
- Demonstrated ability to maintain a positive, professional attitude
- Exceptional written, verbal, and phone skills
- Can-do attitude with a service-oriented approach
- Is a Canadian or U.S. citizen
- Ability to travel to the United States
- Diploma or bachelor’s degree (Technical or Business Process) from a college or University in North America
- Must work from 9:30am to 6:00pm (EST)
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