Training and Client Support Specialist
1 week ago
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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Toronto, Ontario, Canada InTouchLink Senior Living Solutions Full timeWe are seeking a dynamic and personable Technical Training and Client Support Specialist to join our team at InTouchLink Senior Living Solutions. 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.
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