Partner Experience Representative

2 weeks ago


Greater Sudbury, Canada Join The A Team Full time

Our Innovation Team provides end-user support to our diverse base of professionals across Canada. Our Technical Support are people-centric and connect with our partners in a relatable way. As an essential member of Plan A Powered By StaffStat, the focus is to provide exceptional service throughout our partner’s journey.

**Responsibilities**:

- Become knowledgeable in our StaffStat software: how it works, its structure and functionality and user experience.
- Support the development of training materials that can be provided to end users as reference material during product launch and beyond - help sheets, guides, user manuals and more
- Assist with scheduling, managing and coordinating all training at the various sites
- During product launch, assist with delivering training, consultation, and best practice information to new partners throughout all phases of implementation
- Work closely with the Partner Success Specialist to ensure a positive transition to StaffStat
- Provide post-launch support and issue resolution for our solutions where required.
- Support the Partner Success Specialist and Implementation Specialist with the gathering and interpretation of data
- Assist our partners in promoting better use of StaffStat
- Independently investigate and implement solutions to technical issues
- Maintains client tracking system and service data
- Consult with team members on customer feedback to pinpoint pain points and discuss solutions
- Conduct system maintenance and updates as required
- Participate in pre-release testing and identify any potential usability issues
- Support the Innovation Team align StaffStat’s technology with Plan A's strategy
- Participate in an after-hours emergency rotation to provide our partners with 24/7 technical support
- Perform cross-functional and/or other duties consistent with the job classification, as assigned or requested.

**Requirements**:

- Proof of two-dose COVID-19 vaccination series approved by Health Canada
- Superior communication skills (bilingualism - French and English - is an asset)
- Excellent customer service skills
- Excellent problem solving & trouble shooting skills
- Ability to maintain positive energy and is an active team player
- Proactive and positive; presents solutions not problems
- Ability to take initiative and be self-directed, adaptable, and innovative
- Strong interpersonal skills including flexibility and the ability to work with others in a team environment
- Ability to plan, multi-task and manage time
- Detail oriented with the ability to multitask.
- Ability to work in a hybrid work model
- Post-secondary diploma or certificate program in a related field

**Covid-19 Considerations**:

- Remote interview process available
- Personal protective equipment provided or required
- Social distancing guidelines in place
- Virtual meetings
- Sanitizing, disinfecting, or cleaning procedures in place



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