JOB SUMMARY
We are seeking a dynamic and detail-oriented individual to join our team as a Client Services Support Specialist. This role is critical in managing customer relationships, ensuring smooth onboarding, providing technical support, and driving customer satisfaction throughout the customer lifecycle. The ideal candidate will have a passion for delivering exceptional customer service and will actively participate in product design, quality assurance testing, and internal support functions to maintain a high standard of service.
PRIMARY RESPONSIBILITIES
Customer Support Requests:
- Manage incoming calls via Telus Business Connect during business hours, adhering to standard service level agreements.
- Provide tier 1 and tier 2 support, including troubleshooting technical issues, Salesforce errors, and complex customer system configurations.
- Document and track customer requests in Salesforce, coach customers through workflows, and collaborate with finance, management, sales, or external teams to resolve complex issues.
Escalated Tickets:
- Escalate tier 3 support requests to external development or Salesforce support teams after exhausting all internal troubleshooting methods.
- Ensure all relevant details are thoroughly documented in support tickets before escalation to minimize development team involvement.
Implementation & Training:
- Oversee the onboarding of new customers, including technical system setup, customer profile analysis, and implementation meetings.
- Conduct training sessions tailored to customer needs and ensure ongoing customer success through regular check-ins and follow-ups.
Technical Salesforce Customer Organization Management:
- Perform technical implementation for new customer Salesforce organizations, including user setup, system configurations, and service orders.
- Manage subscription deactivations and service order submissions for customer cancellations.
Customer Success:
- Conduct bi-annual customer check-ins, training follow-up calls, survey follow-ups, and email campaign follow-ups to maximize customer engagement and satisfaction.
- Innovate and propose new initiatives to enhance customer success and product stickiness.
Quality Assurance Testing & Product Design:
- Participate in product design and development cycles, contributing to discovery and design meetings, quality assurance testing, and usability testing for new releases.
KNOWLEDGE AND SKILL REQUIREMENTS
- Strong customer service orientation with excellent communication and problem-solving skills.
- Proficiency in Salesforce and experience with technical troubleshooting and system configurations.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with JIRA, Confluence, and other project management tools.
- Detail-oriented with a strong focus on documentation and process adherence.
- Ability to work collaboratively across teams and contribute to product design and quality assurance efforts.
EDUCATION AND WORK EXPERIENCE
- Project Management/Account Management experience.
- Bachelor’s degree in business, Information Technology, or a related field preferred.
- Minimum of 2 years of experience in a customer service, client services, or technical support role, with a focus on Salesforce or similar CRM platforms.
- Experience in software implementation, training, or customer success management is highly desirable.
- Previous experience in quality assurance testing or product design participation is a plus.
SUPERVISORY RESPONSIBILITIES
- There are no supervisory responsibilities attendant to this position.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
- Conditions and hours typical of an office environment.
- Remote - work from home.
- Service hours are 8am - 5pm EST.
