Client Support Specialist

2 weeks ago

Whitby, Canada 360insights Full time

**Client**
**Support**
**Specialist**

**Summary**:
The
_Client _
- Support_
- Specialist_ delivers day-to-day client support by executing activities that focus on meeting service level agreements (SLAs) and building and fostering an exceptional client experience across an allotted client-base (vertical and/or platform based).

The role works closely with the
_Client _
- Support_
- Specialist_ team to assist with exceptions, day-to-day support inquiries, program/claim maintenance, and escalations with a strong focus on prompt response and resolution time. This role will involve managing VIP boxes, and where necessary, identifying escalated and complex matters, and triaging tickets to the appropriate team for added support. The
_Client Support Specialist_ ensures clients and platform-users are provided with an unbelievable experience. The
_Client Support Specialist_ will monitor for trends, identify areas and opportunities for improvement, and share findings with the Management team. This role will support
_Customer Care_ teams where required.

**Responsibilities**:

- VIP inbox handling and maintenance within defined guidelines and SLAs
- Escalate/triage complex inquiries to the appropriate ownership team
- Support clients and their field with daily inquiries, included but not limited to:

- Reporting support
- New client and program launch support
- Program updates and corrections
- Claim maintenance
- Exceptions and escalations
- Claim inquiries
- Profile inquiries
- Payment inquiries
- Card-related support
- Support other internal teams including but not limited to Customer Care, Client Success, and Programs to reduce friction in the claim experience and improve interaction rates
- Resolve and/or escalate issues, and where appropriate, support with a phone call to the rep/dealer/user
- Strong focus on guiding clients towards Operational best practices
- Identify trends, issues, and inefficient processes and share with Management
- Evaluate and continuously improve upon operational performance, backed by a blended view of client experience and organizational scalability
- Work with Management to triage projects and tasks to the team responsible for ownership
- Create and/or track JIRA tickets where applicable
- Focus on first-touch resolution and reducing interactions

**Skills and Experience**:

- Understanding of 360 platforms, client industries and business offerings
- Strong understanding of Core and platform reporting capabilities
- Experience with Excel including pivot tables and vlookups
- Requirement to specialize in at least one (1) SAAS platform, and preference to gain and maintain a working knowledge of at least one (1) other SAAS platform
- 1 - 3 years in a client support or customer care role with a client-first mentality
- Knowledge of MS office suite
- Strong experience with the Freshdesk service desk platform
- Ability to assess data analytically, and provide feedback to leadership
- Ability to work both independently and cooperatively in a fast-paced environment
- Excellent communication skills - both written and verbal
- Proven ability to identify and solve problems with a demonstrated attention to detail
- Strong organizational and follow-up skills

Why 360?

We are a people-first organization, passionate about our culture which means that we live and breathe our values every day and in our interactions with team members and clients. Being people focused means shows up like this:
1) In each area of our business there are opportunities for personal and professional growth or to diversify into other disciplines, all supported by L&D and mentorship programs

2) No matter where you are in the world, we have comprehensive healthcare and retirement plans backed up by people-first policies that support a balanced lifestyle, generous vacation and family leave plans, recognition for the value you bring, employee led groups to keep you connected, company profit share bonus, stock options and much more.

  • IT Support Specialist

    5 days ago

    Whitby, Canada Stack IT Full time

    ***MSP EXPERIENCE REQUIRED**** **SKILLS**: - Strong communication skills, with a focus on customer service - Experience with TCP/IP, DHCP, DNS and Internet troubleshooting - Knowledge of Office 365, Active Directory support and administration - Virtualization technologies (VMware ESX/ESXi, Microsoft Hyper-V) - Windows Server 2012, 2012 R2, 2016 and 2019 -...

  • Client Intake and Support Manager

    3 days ago

    Whitby, Canada Community Care Durham Full time

    **Full-Time Client Intake and Support Manager** The Client Intake and Support Manager is responsible for the planning, coordinating, improving quality and efficiencies of all logistics operations including the intake of new clients, transportation, and delivery of service to the clients of Community Care Durham. The Client Intake and Support Manager is...

  • Client Service Representative

    2 days ago

    Whitby, Canada Community Care Durham Full time

    **Full-Time Client Service Representative** Community Care Durham (CCD) is seeking a Full-Time Client Service Representative who will act as the first point of contact for existing and new CCD clients through inbound and outbound calls. The Client Service Representative maintains positive relationships with clients by addressing their service requests and...

  • Platform QA Specialist

    4 days ago

    Whitby, Canada 360insights Full time

    **Platform QA Specialist**: **Experiences that create growth. Growth that creates experiences.** Here at 360insights you will be a part of a fast-paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands...

  • Junior Contracts Specialist

    2 days ago

    Whitby, Canada Community Care Durham Full time

    **Temporary Full-Time Junior Contracts Specialist** **(1 Year Contract)** We are seeking a detail oriented and proactive individual to join our procurement team as a Junior Contract Specialist. Reporting to the Manager, Procurement and Contracts, this role will be responsible for managing specific aspects of the contract lifecycle, such as drafting...

  • Platform QA Specialist

    2 weeks ago

    Whitby, Canada 360insights.com Full time

    Platform QA SpecialistExperiences that create growth. Growth that creates experiences. Here at 360insights you will be a part of a fast-paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands all...

  • Platform QA Specialist

    1 week ago

    Whitby, Canada 360insights.com Full time

    Platform QA SpecialistExperiences that create growth. Growth that creates experiences. Here at 360insights you will be a part of a fast-paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands all...

  • Platform QA Specialist

    2 weeks ago

    Whitby, Canada 360insights.com Full time

    Platform QA SpecialistExperiences that create growth. Growth that creates experiences. Here at 360insights you will be a part of a fast-paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands all...

  • Construction Safety Specialist

    5 days ago

    Whitby, Canada Stonhard Full time

    **Construction Safety Specialist** With a century of leading the industry in manufacturing and installation of high performance, seamless floor, wall, and lining systems, STONHARD, understands the challenges in the industrial and commercial marketplace. We continue to meet customer needs by providing long-term, durable, safe solutions for facilities around...

  • Co-op/mdf Specialist

    4 days ago

    Whitby, Canada 360insights Full time

    **Co-op/MDF** **Specialist** At 360insights, our culture is driven by a simple concept - happiness. We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients. Awarded “Best Workplace in Canada” by the Great Place to Work® Institute, and rocking a Net Promoter Score of 88%,...

  • Client/Customer Support Rep

    Found in: Jooble CA C2 - 1 week ago

    Whitby, ON, Canada Skin Vitality Medical Clinic Full time

    Do you excel in fostering meaningful connections while delivering outstanding customer service? If so, we invite you to become part of Skin Vitality's esteemed call center team! Skin Vitality Medical Clinic, the premier provider of Botox®, Juvéderm®, CoolSculpting®, PRP Hair Restoration, Sculptra®, EMSculpt®, and Fraxel® treatments in Canada, boasts...

  • Client/Customer Support Rep

    Found in: Jooble CA O C2 - 4 days ago

    Whitby, ON, Canada Skin Vitality Medical Clinic Full time

    Do you excel in fostering meaningful connections while delivering outstanding customer service? If so, we invite you to become part of Skin Vitality's esteemed call center team! Skin Vitality Medical Clinic, the premier provider of Botox®, Juvéderm®, CoolSculpting®, PRP Hair Restoration, Sculptra®, EMSculpt®, and Fraxel® treatments in Canada, boasts...

  • Customs Compliance Specialist

    Found in: Talent CA C2 - 2 weeks ago

    Whitby, Canada Makita Corporation Full time

    Go Back Makita is a leading international brand that produces cordless and electrical power tools. Our focus is Customer First – a simple concept and we get it. We design and develop our tools with the user in mind, answering a simple question: How do we make the job easier and more efficient for the customer? How Makita supports our team members: ...

  • Uat Suat Specialist

    2 days ago

    Whitby, Canada Deighton Associates Ltd. Full time

    **Introduction**: As one of the leaders in the development and implementation of asset management software, Deighton offers an exciting combination of challenging opportunities and career diversity; where customer satisfaction is a fundamental value and where you can realize your personal and professional goals. Explore Deighton's opportunities, whether...

  • Client Advisor

    2 days ago

    Whitby, Canada Royal Bank of Canada Full time

    **Job Summary** **What is the opportunity?** As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver exceptional customer service...

  • Platform QA Specialist

    Found in: Jooble CA O C2 - 2 weeks ago

    Whitby, ON, Canada 360insights.com Full time

    Platform QA Specialist Experiences that create growth. Growth that creates experiences.  Here at 360insights you will be a part of a fast - paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands...

  • Senior Proposal Specialist

    Found in: Talent CA C2 - 2 weeks ago

    Whitby, Canada GHD Full time

    At GHD, we don’t just believe in the power of commitment, we live and breathe it every day. We are hiring for a new Sr. Proposal Specialist to join our Ontario Team to support pursuit and proposal activities and the development and implementation of pursuit plans and strategy This position can be located in Ontario, Ottawa, Waterloo, and the...

  • Health and Safety Specialist

    6 days ago

    Whitby, Canada Flanagan Foodservice Full time

    Health and Safety Specialist 295 S Blair St, Whitby, ON L1N 9V9, Canada Req #759 April 25, 2024 At Flanagan Foodservice, we're more than just the biggest family-owned food distributor in Canada; we're a dynamic hub of innovation, creativity, and a shared passion for delivering exceptional service. For nearly 50 years, we've been on an exciting journey of...

  • Health and Safety Specialist

    6 days ago

    Whitby, Canada Flanagan Foodservice Full time

    Health and Safety Specialist 295 S Blair St, Whitby, ON L1N 9V9, Canada Req #759 April 25, 2024 At Flanagan Foodservice, we're more than just the biggest family-owned food distributor in Canada; we're a dynamic hub of innovation, creativity, and a shared passion for delivering exceptional service. For nearly 50 years, we've been on an exciting journey of...

  • Health and Safety Specialist

    6 days ago

    Whitby, Canada Flanagan Foodservice Full time

    Health and Safety Specialist 295 S Blair St, Whitby, ON L1N 9V9, Canada Req #759 April 25, 2024 At Flanagan Foodservice, we're more than just the biggest family-owned food distributor in Canada; we're a dynamic hub of innovation, creativity, and a shared passion for delivering exceptional service. For nearly 50 years, we've been on an exciting journey of...