Client Support Associate

2 weeks ago

Toronto, Canada Carrier Full time

**Country**:
Canada
**Location**:
LOC13089: 366 Adelaide Street West, Suite 301 Toronto, ON M5V 1R9

**Carrier** is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

**Access Solutions **consists of 4 companies namely** LenelS2, BrokerBay, Supra and Onity. **Currently we are part of** Carrier Fire & Security.**

**BrokerBay** is an exciting new product within the Fire and Security business. BrokerBay is an advanced cloud-based ecosystem designed to replace the clunky legacy systems previously used by brokerages across North America. We’re on a mission to consolidate, automate, and revolutionize the way brokerages do business from start to finish. As one of the fastest-growing real estate start-ups in Canada, there’s no better place to be if you’re looking for a dynamic work environment with plenty of room to flex your professional muscles. BrokerBay is currently part of the Carrier Group.

The **BrokerBay** team is tight-knit, whip-smart, and loves a good joke. You can find us innovating (or playing ping pong) at our shiny downtown Toronto office as we transform the real estate landscape one feature at a time. We’re ambitious, goal-driven, and take on big challenges together collaboratively. 2023 proved to be our busiest year yet and we’ve got our sights set high for 2024

**About this role**

**BrokerBay** has a permanent, full-time opportunity for **a Client Support Associate - Technical Writing** who can build cross-functional and client relationships, write customer-facing documentation, resolve client issues, analyze trends, and provide product insights.

This position is 3 days in office & 2 days at home hybrid setup for someone residing within the GTA and willing to work in Downtown Toronto. This is a great opportunity to build skills in our product as you build partnerships with other departments.

**Key Responsibilities**
- Ensure that internal and customer-facing knowledge bases are up to date; responsible to write / edit / enhance technical documents as the BrokerBay Platform is enhanced every two weeks
- Simplify complex concepts into end user friendly language and be concise in exchanges with clients and internal parties
- Build strong cross-departmental relationships; be the voice of the customer in internal meetings
- Juggle competing responsibilities and deliver on projects with strong organization and timeliness
- Tackle unexpected technical and client issues professionally and promptly
- Track frustrations or process gaps; present well-thought-through solutions to improve upon these
- Shape the client experience; engage with and resolving client issues through Zendesk
- Analyze data trends to assist in optimizing our support channels and strategies
- Provide insight on product and client experience development

**Basic Qualifications**
- Associate Degree
- 2+ years experience in Customer/End User Technical Writing or SAAS Support

**Preferred Qualifications**
- Associate degree business or languages
- Bachelor’s degree
- Experience using tools such as Zendesk, JIRA, Guru, and Microsoft Office
- Experience working in the Real Estate industry
- Project management and problem-solving skills
- Experience troubleshooting technical issues
- Able to work in high-pressure situations
- Solution seeking and ownership skills
- Hungry for knowledge and enjoy self-learning
- Determined to find your way around obstacles
- Excellent English verbal and written communicator
- Experience writing customer-facing documentation

RSRCAR

LI-hybrid

**Carrier is An Equal **Opportunity/Affirmative** Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.**

**Job Applicant's Privacy Notice**:
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