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Partner Experience Representative

1 month ago

Greater Sudbury, Canada Join The A Team Full time

Provide expert support to end users in the form of problem analysis and resolution.
- Walk end users through the problem-solving process.
- Follow up with end users, provide feedback and see problems through to resolution.
- Independently investigate and implement solutions to technical issues.
- Track and monitor end users’ technical support needs via Smartsheet to ensure a timely resolution.
- Ensure any end user requests are completed to the end user's complete satisfaction.
- Deliver an exceptional experience while staying within our support scope guidelines.
- Work closely with the Supervisors to ensure a positive transition to StaffStat.
- 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 as assigned.
- Assist with scheduling, managing, and coordinating all virtual and in-person training sessions.
- During product launch, assist with delivering training, consultation, and best practice information to new partners throughout all phases of the onboarding process.
- Assist our partners in promoting Canada’s only Senior Care Staffing Strategy to ensure the complete use of StaffStat’s capacity.
- Provide post-launch support and issue resolution for our solutions where required.
- Support the team with the gathering and interpretation of data as assigned.
- Participate in pre-release testing and identify any potential usability issues.
- Consult with team members on customer feedback to pinpoint challenges and discuss solutions.
- Participate in an after-hours (on-call) 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.
- Proven customer service experience
- Ability to facilitate presentations with a sale focus
- Bilingual is required.