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Client Support Specialist

1 month ago

Old Toronto, Ontario, Canada oilandgas Full time
About the Role

We are seeking a highly skilled Client Support Associate to join our team at Honeywell. As a key member of our support team, you will play a critical role in delivering exceptional support to our clients.

Key Responsibilities
  1. Client Issue Resolution: Simplify complex concepts into end-user-friendly language and provide concise responses to clients and internal parties.
  2. Client Experience Enhancement: Engage with and resolve client issues asynchronously, shaping the client experience through effective communication.
  3. Cross-Functional Relationships: Build strong relationships with internal teams, serving as the voice of the customer in internal meetings.
  4. Automation Project Delivery: Juggle competing responsibilities and deliver on assigned automation projects with strong organization and timeliness.
  5. Technical Issue Resolution: Tackle unexpected technical and client issues professionally and promptly.
  6. Process Improvement: Track process gaps and present well-thought-through solutions to improve upon these.
  7. Data Analysis: Analyze data trends to assist in optimizing our support channels and strategies.
  8. Product Insights: Provide insight on product and client experience development.
  9. Knowledge Base Management: Ensure that internal and customer-facing knowledge bases are up to date, contributing to a team responsible for writing, editing, and enhancing documents as the BrokerBay Platform is enhanced every two weeks.
Requirements
  1. Education: Associate Degree
  2. Experience: 2+ years in Customer Service or Client Support
We Value
  1. Asynchronous Support Experience: Experience working in an asynchronous support environment using a ticketing tool such as Zendesk.
  2. SAAS Technical Support: Experience working in a Software as a Service (SAAS) Technical Support environment.
  3. Digital Tool Proficiency: Experience using common digital tools such as Slack, JIRA, Guru, and Office.
  4. Business or Language Degree: Degree in business or languages.