Client Success Advocate

4 weeks ago

Vancouver, British Columbia, Canada ProActive ReSolutions Inc. Full time

Reporting to the Manager of Client Support, the Product Support Specialist (also known as Financial Support Specialist) plays a vital role within our Support team. As the primary point of contact, you will engage with our clients in a friendly, helpful, and proactive manner to identify and implement effective solutions.

Your enthusiasm for delivering outstanding service significantly enhances our client satisfaction levels. Additionally, you will collaborate with various departments to address support issues, escalate concerns, and represent our product with integrity.

WHAT WE ARE SEEKING:

At ProActive ReSolutions Inc., creativity combined with excellent communication and problem-solving abilities is essential. Equally important is a genuine passion for fostering client success and a commitment to contributing positively to our culture, where the authentic care for individuals guides our actions.


The ideal candidate will be a driven team player, possessing exceptional communication skills, self-motivation, and the ability to thrive in a fast-paced technology environment while maintaining a constructive attitude in a technical support role.

If this resonates with you, continue reading.


YOUR RESPONSIBILITIES:

  • Deliver exceptional client service throughout the support journey.
  • Identify, analyze, and resolve incoming inquiries to provide suitable solutions and alternatives, ensuring client satisfaction.
  • Accurately document support incidents and escalate them when necessary.
  • Maintain and update the help desk ticketing system with detailed descriptions of support incidents, interactions, and correspondence with clients.
  • Manage multiple support channels, including phone and email.
  • Assist in the deployment of new product releases to our existing client base.
  • Proactively contribute to enhancing our Client Portal content by creating impactful documents, videos, and instructional guides.
  • Actively engage in ongoing improvements to support processes and team initiatives.
  • Exemplify ProActive ReSolutions core values, enhancing the reputation of the company and its clients.

Key Relationships:

  • Manager and Senior Manager of Client Support
  • Client Support Team
  • Clients

WORK ENVIRONMENT:

  • Ability to work independently with minimal supervision.
  • Extensive collaboration with team members and other departments.
  • Remote work options available.

KNOWLEDGE, EXPERIENCE, AND SKILLS REQUIRED:

  • A degree, diploma, certification, or equivalent in business, accounting, or relevant experience.
  • 1 – 2 years of experience in customer service or accounting roles.
  • Proven skills in client escalation, conflict resolution, and negotiation.
  • Exceptional ability to present to an executive-level audience, both in writing and verbally.
  • Strong client service, interpersonal, and relationship-building skills.
  • Excellent multi-tasking, organizational, time management, and problem-solving abilities.
  • Strong team-building skills to collaborate effectively within a team environment.
  • Self-sufficient, resourceful, and capable of working with minimal supervision.
  • High degree of professionalism.
  • Innovative thinker with a growth-oriented mindset.
  • Intermediate or advanced proficiency in Microsoft Office.
  • Willingness to be coached and mentored, striving to reach your full potential.
  • Demonstrated alignment with Multiview's core values, enhancing the reputation of the company and its clients.
  • Ability to travel minimally within Canada and the US.

BENEFITS:

At ProActive ReSolutions Inc., you can make a meaningful impact in ways you may not have imagined. With countless opportunities at every turn and a company culture designed to empower and develop our people to excel,

ProActive ReSolutions Inc. believes that a fulfilling job should bring happiness both professionally and personally. We support this belief by offering:

  • Competitive compensation with benefits.
  • 4 weeks of vacation to start, plus additional paid time off to support work-life balance, wellness, volunteering, and mental health days.
  • Company-paid comprehensive benefits, including Extended Health, Dental, Vision, and more.
  • Workplace flexibility, allowing remote work or office-based options.
  • Continuous growth opportunities, professional development training allowances, and leadership development.

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