Client Services Coordinator

3 months ago

St Catharines, Canada eBASE Full time

DMS Technologies Inc. (dba ebase) is seeking a motivated and customer-focused individual to join our team as a Client Services Coordinator (Help Desk Coordinator) in St. Catharines, Ontario. As a leading provider of Integrated Workplace Management Software, we are dedicated to delivering world-class solutions to our clients.

We are a fast-growing SaaS company that values innovation, collaboration and exceptional customer service offering a competitive compensation program and comprehensive Employee Benefits Program including Life Insurance, Disability, Dental, Vision, and Extended Health Care.

The Client Services Coordinator (Help Desk Coordinator) will be a key member of the Business Operations Team responsible for providing exceptional customer service and technical support to our ebase SaaS clients. In this role, you will respond to inquiries, provide instructional training, and troubleshoot technical issues to ensure our clients have a positive experience using our software.

As a Client Services Coordinator (Help Desk Coordinator), you will have the opportunity to influence revenue across ebase product and service offerings by providing excellent customer service and promoting our products and services.

**ESSENTIAL FUNCTIONS and RESPONSIBILITIES**
- Troubleshoot technical issues by reproducing problems reported by using a test account and/or clicking through the same workflow as the client.
- Track all incoming client inquiries and resolve or escalate them as necessary.
- Develop and deliver user training programs and empower users to self-serve inquiries.
- Communicate effectively with clients on system maintenance, outages, and changes in policy and/or procedures.
- Translate user training guides and other client-facing documents as needed.
- Import and perform data-entry tasks as required.

**ADDITIONAL RESPONSIBILITIES**
- Stay current with company products, services, resources, programs, policy, and procedures.
- Develop relationships with all levels of technical and business decision makers to contribute in building sales strategies.
- Follow up with clients to receive feedback relating to client and customer satisfaction.
- Assist in the development of RFP’s and RFQ’s for established clients and client prospects.
- Understand and report on the competitive environment.

**SKILLS and KNOWLEDGE**

The successful applicant will have the following skills and knowledge;
- Strong knowledge and experience of SaaS platforms
- Superior written and verbal communication skills
- Time management skills and an ability to prioritize workload.
- Strong multi-tasking and organizational skills
- Proficiency in CRM systems, customer support software, and MS Office Suite
- Superb relationship-building skills.
- Handle escalations tactfully, promptly, and with genuine care for the clients' experience.
- Work effectively with other team members to create maximum synergy, coordination, and cooperation.
- Must be growth-oriented and career-minded with a friendly and helpful attitude.
- Must be able to work independently and resourcefully to meet established goals.

**EDUCATION**

University Degree or College Diploma

**LANGUAGE**

English (required)

French (Considered an Asset)

**OTHER**

Our modern and well-equipped offices in St. Catharines, ON serve as the primary location for this position. We understand that finding the right work-life balance is important, which is why we offer a combination of in-office and remote work options. While this position is primarily based out of our St. Catharines office, our Working In-Office Corporate Policy and Procedure provides some flexibility, allowing for a more accommodating work environment when it’s required.

This position is being offered as full-time permanent 40 hours per week.

**WE ARE AN EQUAL OPPORTUNITY EMPLOYER**

All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**CANADIAN WORK AUTHORIZATION**

All applicants MUST be authorized to work in Canada. Any applicants not meeting these criteria will not be notified and will not be considered eligible for the position.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- St. Catharines, ON L2S 0B4: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Will you now or in the future require employer sponsorship to be eligible to work in Canada?
- Are you legally authorized to work Full Time in Canada?

**Education**:

- AEC / DEP or Skilled Trade Certificate (required)

**Experience**:

- Customer service

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