Client Services Coordinator

3 months ago

Oakville, Canada SLAM Technologies Ltd. Full time

SLAM Technologies Ltd. is currently seeking a Client Services Coordinator to be responsible for the implementation and support of our SLAM SaaS Applications.

SLAM (Streamlined Asset Management) is a fast growing company focused exclusively on Facility and Infrastructure Asset Management. With public and private sector clients across North America, SLAM is supporting our clients to make smarter capital and maintenance planning decisions.

The Customer Service Coordinator is a key member of the team responsible for supporting our SLAM SaaS clients and ensuring client inquiries and requests are responded to efficiently and effectively. The successful applicant will be required to provide instructional training, system configuration and day-to-day technical support to our clients.

**ESSENTIAL FUNCTIONS and RESPONSIBILITIES**

The successful applicant will be responsible for supporting accounts from a defined client list, across Canada and the USA including implementation, training and support including;
- Develop and deliver user training programs.
- Resolve client concerns and recommend alternative and/or corrective action to clients in the event of technical difficulties.
- Reproduce technical problems reported by using a test account and/or clicking through the same work flow as the client.
- Consult user guides, company intranet and developer portal to research and understand issues and offer corrective measures.
- Testing
- Guide and educate users with advice on inquiries that can be client self-serviced to empower users.
- Provide client information on their program data and request for a custom report, if necessary.
- Raise client program configuration experience and issues to the team.
- Raise Product improvement and new feature tickets based on observed user experience and efficiency for the clients and for the team internally.
- Communicate to clients on system maintenance, outages and changes in policy and/or procedures.
- Convert, import and perform data-entry tasks as required.

**ADDITIONAL RESPONSIBILITIES**
- Deliver sales presentations.
- Ongoing follow up with clients to ensure satisfaction and ongoing business.
- Stay current with company products, services, resources, programs, policy and procedures; research information on competitors, industry trends, prospects and customers.
- 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 competitive environment.

**SKILLS and KNOWLEDGE**

The successful applicant will have the following skills and knowledge;
- Demonstrated experience in resolving complex product support situations.
- Strong knowledge and experience of SaaS platforms.
- Superior written and verbal communication skills; especially as pertaining to explaining terms and conditions to customers, as well as policies and procedures to staff.
- Time management skills and an ability to prioritize workload.
- Strong multi-tasking and organizational skills.
- Intermediate or above level of skill with popular software packages, including MS Office.
- Superb relationship-building skills.
- Able to work with individuals of various levels and react to difficult situations appropriately.
- Handle escalations tactfully, promptly and with genuine care for the clients experience.
- Work effectively together with other team members to create maximum synergy, coordination and cooperation.
- Lead by example.
- Willing to work hard and having a good job tenure and job history.
- Must be growth oriented and career minded.
- Have a friendly and helpful attitude
- Must be able to work independently and resourcefully to meet established goals.

**QUALIFICATIONS**

University Degree or College Diploma

**CANADIAN WORK AUTHORIZATION**

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

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

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 3 years (preferred)
- 1st level support: 3 years (preferred)
- ticketing system: 3 years (preferred)
- documentation or technical writing: 3 years (preferred)
- end user testing: 3 years (preferred)

Work Location: Hybrid remote in Oakville, ON

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