Client Support Specialist

3 weeks ago

Ottawa, Canada Civix Full time

Client Support Specialist Our company is seeking to hire a Client Support Specialist to join the Client Services team within our EM Grants Business Unit based in Ottawa, Ontario, Canada.

The EM Grants team has a Grants Management software product that is used by Emergency Management Agencies in the United States to manage Federal and State Grant money mainly tied to disaster recovery projects. The EM Grants team maintains, enhances, implements and supports this Grants Management software product. Are you client-service focused and have experience troubleshooting software questions or training end users? Be part of our team. We strive to provide the highest level of client service while taking the time needed to resolve our client’s questions. We are looking for individuals who can multitask, love working with clients, are detail oriented, have excellent communication skills, and can use advanced troubleshooting skills.

General Responsibilities:

- Establish and foster client relationships, gain client trust and represent Civix’s core values.
- Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
- Manage open calls by identifying and prioritizing issues according to published policies.
- Evaluate technical issues and escalate to senior team members or department members if additional expertise or assistance is needed.
- Work with clients to understand and provide guidance on their process and business requirements.
- Work individually as well as collaboratively with the team to complete minor business analysis on client update requests.
- Effectively communicate business requirements and client requests to the development team.
- Work closely 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 (must meet travel requirements to enter the USA) Required Skills and Experience:

- Passion for client service
- 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
- Ability to travel to the United States Education/Certification:

- Diploma or Bachelor’s Degree (Technical or Business Process

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