Training and Client Support Specialist

About InTouchLink: We are a hard-working and fun-loving team that is passionate about enhancing the lives of seniors and their families through our innovative communication and engagement platform. We work directly with community staff with a mission to create a seamless experience that connects communities, fosters engagement, and empowers communities to be the best versions of themselves. As a growing startup, we value a collaborative and supportive environment where creativity and teamwork thrive. Each of our team members is a highly valued pillar of the organization, and we're looking for our newest addition as we grow Position Summary: We are seeking a dynamic and personable Training and Client Support Specialist to join our dedicated team. As the front-facing contact for our customers, you will play a vital role in ensuring client satisfaction by assisting with inquiries, troubleshooting issues, and providing training on our platform. This is an exciting opportunity for someone eager to make a meaningful impact in a fast-paced and ever-changing environment. Key Responsibilities: Serve as a primary contact for customers via phone and email, providing timely and effective assistance for their inquiries. Identify patterns in customer service interactions and propose enhancements to improve overall satisfaction. Recommend product improvements based on client feedback and your observations. Conduct client audits for both internal assessment and client retention purposes. Edit and mass upload spreadsheets to manage client accounts and resident directory accounts effectively. Set up brand new communities within our platform, ensuring a smooth onboarding process. Create custom help videos to guide clients through our features and functionalities. Assist in implementing in-app guides on various system features to enhance user experience. Train new clients via video conferencing, delivering engaging and informative sessions. Ensure timely resolution of support tickets, maintaining our commitment to excellent service. Troubleshoot technical issues and assist clients with technology-related challenges or knowledge gaps. Manage ongoing projects, particularly regarding the onboarding of new clients, keeping an organized approach to multiple priorities. Test and provide feedback on new features and modules, ensuring they meet client needs and work effectively. Qualifications: Exceptional interpersonal skills; you are friendly, approachable, and great with customers. Adaptability to the ever-changing landscape of a startup environment. A strong eagerness to learn and grow, with a proactive attitude towards exploring cross-departmental opportunities. Highly organized, and able to prioritize tasks effectively while juggling multiple responsibilities. Proficiency with technology, and willingness to embrace new tools and platforms. Experience in the customer service, healthcare or hospitality industries is a big plus. Experience with platforms such as Slack, Zendesk, GSuite, Pendo, and ClickUp is a plus, but not required. A comfortable and quiet home work environment conducive to remote collaboration. Applicants should live within a 2-hour radius of Toronto. Salary: $45-58K depending on experience. Why Join Us? InTouchLink offers a unique and exciting workplace where you can bring your skills to life and contribute to something meaningful. We prioritize collaboration and connection, with monthly meet-ups to build our team culture. If you’re looking for a role that is both rewarding and impactful, we invite you to be a part of our journey We do occasional meetups at our HQ in Toronto, and some interviews will be in-person. Applicants would ideally live within a 2-hour commute of the city centre. How to Apply: If you're enthusiastic about providing exceptional client support and making a difference in the lives of others, we'd love to hear from you Please submit your resume. A cover letter is optional, but appreciated. If you submit a cover letter, please highlight your relevant experience and why you would be a great fit for InTouchLink.