Client Success Agent

5 months ago

Montréal, Canada Workland Full time

**Looking for a Client Success Agent**

**interested in working in the HR tech industry**

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 Client Success team.

The goal of this position is to ensure that ATLAS customers are happy and satisfied every day and have an exceptional customer experience. Once you've acquired all the skills needed to master our ATLAS system and demonstrated excellence in customer management, you'll have the chance to take part in ATLAS adoption projects. This position is a great training opportunity for anyone interested in learning all about client support in the high-potential Tech industry.

**WHY THIS POSITION SHOULD INTEREST YOU**:

- Have a career in a fast-growing, high-potential industry
- Opportunity to develop your skills beyond the traditional role of customer service
- Get valuable software support training
- Work in a down-to-earth, family-oriented work environment
- Very involved management team, committed to supporting and taking care of 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 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 follow-up communications with the end user.
- Work and communicate with the IT development team to resolve technical issues.
- Be responsible for client onboarding & training in collaboration with other team members and support of 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 the writing and updating of technical training documents for customers.
- Inform and train customers of new modules and features.
- Develop in-depth knowledge of the ATLAS system and a strong understanding of recruitment dynamics in different types of organizations.
- Traveling for in-person client training sessions could be required.
- 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 follow-up of all ongoing requests, and 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 may have a meeting with a client as part of the onboarding process to train them on a particular module.

**WHAT YOU WILL NEED FOR THIS POSITION**

**TRAINING AND EXPERIENCE**
- 5+ years of experience in a customer service role and proven track record of success in creating raving fans
- 2+ years of experience in the field of IT
- College or university degree in a relevant field or equivalent experience.
- Experience working with different software including Microsoft suite, Slack etc.
- Experience in customer service for a software vendor (a big plus).

**OTHER REQUIREMENTS**
- Great listening skills and concern for an impeccable customer experience to create “Raving Fans”
- Have a passion/enthusiasm for delivering an exceptional customer experience, good phone and virtual etiquette, and the ability to support end users with varying levels of computer skills.
- Ability to transfer knowledge to others and simplifying information.
- Be very comfortable with technology, enjoy working in a technical environment and learning new systems.
- A genuine desire and commitment to help/support others and solve problems.
- 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.
- Bilingual both written and spoken (French and English)

**ABOUT WORKLAND

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