Training and Client Support Specialist

2 days ago

Toronto Ontario, Ontario, Canada InTouchLink Senior Living Solutions Full time

About InTouchLink:


At InTouchLink, we are passionate about enhancing the lives of seniors and their families through our innovative communication platform. Our mission is to create a seamless experience that connects communities, fosters engagement, and empowers senior living communities to be the best versions of themselves. As a rapidly growing tech startup, we value a collaborative and supportive environment where creativity and teamwork thrive.


Position Summary:

We are seeking a dynamic and personable Training and Client Support Specialist to join our team. This is a full-time, permanent position. As the front-facing contact for our customers, you will play a vital role in ensuring client satisfaction by assisting with inquiries, troubleshooting issues, and providing training on our platform. This is an exciting opportunity for someone eager to make a meaningful impact in a fast-paced and ever-changing environment.


Key Responsibilities:

  • Serve as the primary contact for customers via phone and email, providing timely and effective assistance for their inquiries.
  • Identify patterns in customer service interactions and propose enhancements to improve overall satisfaction.
  • Recommend product improvements based on client feedback and your observations.
  • Conduct client audits for both internal assessment and client retention purposes.
  • Edit and mass upload spreadsheets to manage client accounts and resident directory accounts effectively.
  • Set up brand new communities within our platform, ensuring a smooth onboarding process.
  • Create custom help videos to guide clients through our features and functionalities.
  • Assist in implementing in-app guides on various system features to enhance user experience.
  • Occasionally train new clients via video conferencing, delivering engaging and informative sessions.
  • Ensure timely resolution of support tickets, maintaining our commitment to excellent service.
  • Troubleshoot technical issues and assist clients with technology-related challenges or knowledge gaps.
  • Manage ongoing projects, particularly regarding the onboarding of new clients, keeping an organized approach to multiple priorities.
  • Test and provide feedback on new features and modules, ensuring they meet client needs and work effectively.


Qualifications:

  • Ideally at least 2-3 years of customer service or account management experience, preferably in the tech industry
  • Exceptional interpersonal skills; you are friendly, approachable, and great with customers.
  • Adaptability to the ever-changing landscape of a startup environment.
  • A strong eagerness to learn and grow, with a proactive attitude towards exploring cross-departmental opportunities.
  • Highly organized, and able to prioritize tasks effectively while juggling multiple responsibilities.
  • Proficiency with technology, and willingness to embrace new tools and platforms.
  • Experience in the customer service industry is a big plus.
  • Experience with platforms such as Slack, Zendesk, GSuite, Pendo, and ClickUp is a plus, but not required.
  • A comfortable home work environment conducive to remote collaboration.


Why Join Us?

InTouchLink offers a unique and exciting workplace where you can bring your skills to life and contribute to something meaningful. We prioritize collaboration and connection, with monthly meet-ups to build our team culture. If you’re looking for a role that is both rewarding and impactful, we invite you to be a part of our journey


How to Apply:

If you're enthusiastic about providing exceptional client support and making a difference in the lives of others, we'd love to hear from you Please submit your resume and a short cover letter highlighting your relevant experience and why you would be a great fit for InTouchLink.


Salary: $40-50K. This is an entry level position within our company, with room for growth.


Applicants must be residents of Canada.

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