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Client Care Specialist
3 weeks ago
**The ProShop Mission Statement**: _We deliver powerful manufacturing software by deeply understanding our client's challenges in order to meaningfully improve their businesses, and in turn, their communities._
ProShop is a game-changing ERP/MES/QMS software product we call a Digital Manufacturing Ecosystem (DME) specifically for companies in the metalworking and aerospace industry, such as machine shops, fab shops, and other similar businesses. We build this software by combining and translating our diverse experience with deep industry-specific knowledge to optimize manufacturing processes for our clients. We are looking for excellent problem solvers and communicators who love a challenge to join our rapidly growing company and further, the mission outlined above.
**Responsibilities**
- Manage client conversations and complaints across all our support channels and provide assistance(Jira and our Client Forum).
- Answer client inquiries and assist in escalated complex issues that the Client Support Specialists brought to your attention.
- Follow up with clients to ensure their technical issues are resolved.
- Identify our client's needs and help clients use specific features.
- Providing the client with known ProShop Help content or other known resources relating to their inquiry.
- Gathering and deciphering required information from the client to assist the domain expert in responding to the ticket.
- Proactively take steps to enhance the client experience.
- Share relevant client feedback with the team to help us improve.
- Evaluate our client support processes, devise improvements, measure results, and iterate.
**Requirements**:
- Exceptional written and verbal communication skills.
- Experience with diffusing stressful situations and frustrated clients.
- Exceptional problem-solving ability, backed by good judgment.
- Continuous learner with a continual drive to learn and expand knowledge and skill sets.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Share feature requests and effective workarounds with team members
- Gather client feedback and share it with product, sales, and marketing teams
- Working knowledge of issue-tracking product software, such as Jira, Asana, Trello, etc.
- Strong organizational and multitasking skills to be able to keep up with various client needs and conduct follow-ups in a timely manner.
- A deep understanding of ProShop ERP is a huge bonus
**Salary Range**: Compensation based on role, skills, and experience.
**The perks**
- Extended health benefits (health, vision, and dental).
- TFSA/RRSP or 401K Contribution Matching (up to a max.).
- Education Fund.
- Paid Time Off.
- Flexible Work Hours (Occasionally requires work outside of business hours).
- Compensation and benefits commensurate with experience and skills.
- Dynamic, supportive, and high-achieving team.
