Support Coordinator

2 weeks ago

Montreal, Quebec, Canada Workland Full time

Are you looking to make the leap into the tech industry?

Looking for a Support & Customer Experience Coordinator
Workland is a unique company specializing in recruitment software technology, HR marketing and staffing agency services.

For its ATLAS technology business unit, Workland is looking for a motivated individual with excellent interpersonal and communication skills to
join the Customer Experience team.


The goal of this position is to ensure that ATLAS customers are happy and satisfied every day and have an exceptional customer experience.

After acquiring all the skills to master the understanding of our ATLAS system and in addition to demonstrating your excellence in customer management, you will have the opportunity to grow within the organization within the business development team, over a 12-18 month horizon.

This position is a great training opportunity for anyone interested in learning all about customer support, implementation project management and sales in the high potential IT industry.


WHY THIS POSITION SHOULD INTEREST YOU:

  • Have a career in a fast-growing, high-potential industry
  • Opportunity to develop your skills beyond a traditional role: customer service, sales, training, IT and marketing.
  • Get valuable software support training
  • Work in a downtoearth, familyoriented work environment
  • Very involved management team, committed to supporting its employees
  • Position offering a multitude of career opportunities
  • Ability to make a difference every day
  • Possibility to work remotely

JOB DESCRIPTION


Job responsibilities include all aspects of help desk services and, if necessary, training on the ATLAS platform to enhance user skills.


YOUR RESPONSIBILITIES DURING THE FIRST YEAR WILL BE AS FOLLOWS:

  • Be the primary point of contact for support services, to identify and escalate customer issues quickly.
  • Be the first line of contact to help customers obtain quick "how to" solutions.
  • Manage inbound incidents and service requests through to resolution, including escalations, and followup communications with the end user.
  • Work and communicate with the IT development team to resolve technical issues.
  • Collaborate with the Customer Experience team to implement and support newly integrated customers.
  • Collaborate with the IT team to test changes and updates made on the ATLAS platform, to identify changes that need to be made prior to release to customers.
  • Contribute to writing and updating of technical training documents for customers.
  • Inform customers of new modules and features.
  • Work with the marketing team to prepare communications and announcements of new features to customers.
  • Develop indepth knowledge of the ATLAS system and strong understanding of recruitment dynamics in all types of organizations, both public and private.
  • Monitor industry trends.
  • Perform other duties as required.

WHAT A DAY IN THIS ROLE LOOKS LIKE

  • Starts with an early morning ATLAS check before clients start working.
  • During the day, you will manage customer requests and user "tickets" using Freshdesk (customer support software).
  • Ensure followup of all ongoing requests, organize ad hoc client meetings according to identified needs.
  • You will be contacted directly by users for live production incidents where you will need to use your interpersonal skills to reassure customers and then your problem solving skills to work on the best solution.
  • You will have some interaction with the sales team or the IT team to help you with your tasks.
  • You may have a meeting with a client to participate in the onboarding process of new clients.

WHAT YOU WILL NEED FOR THIS POSITION

TRAINING AND EXPERIENCE

  • From 25 years of experience in a customer service role.
  • College or university degree in a relevant field or equivalent experience.
  • Experience in customer service for a software vendor (a big plus).

OTHER REQUIREMENTS

  • Have a passion/enthusiasm for delivering an exceptional customer experience, have good phone and virtual etiquette, and the ability to support end users with varying levels of computer skills.
  • Be very comfortable with technology and enjoy working in a technical environment.
  • A genuine desire and commitment to help/support others and solve problems.
  • Great listening skills and concern for an impeccable customer experience to create "Raving Fans"
  • Strong verbal and written communication skills.
  • Strong interpersonal skills and ability to work both independently and as part of a team.
  • Organizational and administrative skills, with a commitment to meeting deadlines and customer expectations.
  • Analytical, critical thinking and solution skills.
  • A strong commitment to continuous learning.
  • Energy, positive attitude, good ethics and relationship building skills.
  • Perfectly bilingual (French and English)
  • Must have a driver's license and access to a car to occasionally travel to current or future clients.

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