Customer Support Specialist

2 months ago

Toronto, Ontario, Canada CB Canada Full time

About the Role:

The Customer Support Specialist plays a critical role in facilitating and managing various processes within the Contingent Workforce/SOW program and associated worker lifecycle process. This position provides front-line customer service to internal team members, clients, vendors, and users for the various supported Vendor Management Software solutions.

Key Responsibilities:

  • Act as the first point of contact to handle requests/questions from various users (internal and external)
  • Troubleshoot and respond to questions and concerns that are program-related to basic user experience and technical support questions using working knowledge of various supported Vendor Management Software to troubleshoot functional issues that arise
  • Resolve issues and questions accurately and within prescribed service level targets
  • Maintain an updated SOP for day-to-day procedures so that operation functions efficiently in conjunction with additional onsite or off-site team members
  • Manage and monitor IT ticket log for open/existing problems and resolutions
  • Use tracking systems to record issues for documentation purposes
  • Provides training on the VMS system to engagement managers to ensure proper utilization
  • Assists with and provides training to peers on the standards and practices within the Customer Support organization
  • Create how-to documentation
  • Participate in generating reports based on performance against Service Level Agreements (SLAs)
  • Perform analysis of findings and trends to provide recommendations for increased quality and operational efficiency

Requirements:

  • Outstanding communication and interpersonal skills, both oral and written; strong organizational skills, professional, energetic, and enthusiastic; takes initiative; acts as a customer advocate building relationships and long-term mutual benefit with the ability to work closely with business and technical teams of all skill levels
  • Demonstrate ability to be productive with minimal supervision
  • Manage customer's expectations through timely feedback and proactive communication
  • Demonstrable knowledge of procurement, sourcing, or contingent workforce
  • Ability to handle multiple projects and tasks concurrently and take direction from many sources
  • Flexibility and adaptability to change
  • Ability to translate functional system-related issues into understandable business language for end users
  • Ability to troubleshoot issues with users
  • Strong critical thinking skills with the ability to think outside the box
  • Ability to cross-train and transition responsibilities to support staff
  • Experience using a VMS System (Vendor Management System) - Fieldglass preferred or other applicable VMS System knowledge such as Beeline, PeopleFluent, etc.
  • Knowledge of ERP HR software solutions (SAP, PeopleSoft, Success Factors, Workday, etc.)
  • Experience with ticketing systems and in a call center environment
  • Bilingual (French & English) preferred

About CB Canada:

CB Canada is a leading provider of contingent workforce solutions, dedicated to helping clients improve their staffing efficiency and business profitability. Our platform leverages the power of Salesforce to make it the most capable VMS ever, seamlessly connecting with databases, ERP, HRIS, onboarding, and offboarding systems, as well as custom applications. We are committed to creating an environment that fosters the development of conscientious people who are committed to integrity, honesty, openness, personal excellence, continual self-improvement, and mutual respect. We are committed to equal employment opportunity in accordance with applicable federal, provincial, or local law.

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