Job Overview: 

Reporting to the Senior Client SuccessManager, the Client Success Representative will provide dedicatedclient-centric engagement and support by providing a clear avenue for inquiriesand concerns.

Key Responsibilities:

The following is a listof the essential duties and responsibilities of this role. The tasks and timespent performing each task may vary as business needs require. ExchangeTechnology Services maintains the right to modify job duties andresponsibilities at its discretion.  Therange of specific responsibilities will include but not be limited to thefollowing:

• Engagewith clients via phone, email, and chat

• Handleclient inquiries and escalations in a timely manner

• Monitorclient satisfaction and address concerns promptly and professionally

• Manageand maintain client Service Level Agreements

• Maintaindetailed records of client interactions, feedback, and outcomes in CRM systems

• Additionalresponsibilities as assigned

Qualifications:

• Education, Licenses, and/or Certification, Experience Required:

- Post-secondaryeducation in Business, Communications, or Information Technology would beconsidered an asset

- 2 years ofclient success, or customer service experience required

- Previousexperience using a CRM system (ConnectWise Manage and Sell preferred)

• Knowledge, Skills, and Abilities Required:

- Previousexperience with MS Office applications, Office 365, SharePoint/One Drive,Microsoft Azure, and Microsoft Exchange required

- Experience in afast-paced environment with multitasking responsibilities

- Strong abilityto prioritize tasks and meet deadlines

- Strong attentionto detail and accuracy

- Professionalverbal and written communication skills

Working Conditions:

• Mustbe able to obtain and maintain a clear criminal record check

• Physicallyable to perform all listed job duties

• Workperformed primarily in an office environment

• Manualdexterity required to use desktop computer and telephone

• Thisrole involves working in a variety of environments and includes regularinteraction with staff and members of the public

• Thisposition is eligible for the Mileage Reimbursement Program, as it requirestravel to visit clients

• Variousshifts at a fast pace to meet service level requirements of our clients

• Thisrole is hybrid, with a combination of remote work and in-office presencerequired

What We Offer:

• Competitivesalary and benefits package

• RegisteredRetirement Savings Plan with Company Matching

• EmployeeShare Purchase Plan

• SubsidizedGym Membership

• SubsidizedPhone Plan

• Opportunities for professional development and career growth

• Collaborative and innovative work environment

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If this sounds like an opportunity you would like to be a part of, please get in touch with us.

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Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

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Job Overview:

Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.

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Key Responsibilities:

• Managing incidents and service requests

• Maintaining documentation

• Communication with clients regularly

• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies

• Participate in IT Services as assigned (e.g.,backups/restoration, thread prevention, etc)

Qualifications:

• Experience:

-  Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required

-  Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required

-  Previous experience with Active Directory, Domain Services, and Windows Operating Systems(Consumer/Server) required

-  Previous experience in a Customer Service or Helpdesk Environment is preferred

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• Education: Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset

• Skills:

- Technical Support and Troubleshooting skills

-  Analytical skills with the ability to solve complex issues

-  Excellent customer support and customer service skills

-  Ability to work well in a team

-  A theoretical working knowledge of virtualization and remote application delivery services preferred

-  Strong ability to prioritize tasks and meet deadlines

-  Strong attention to detail and accuracy

-  Professional verbal and written communication skills

-  Must possess a valid driver’s licence

Working Conditions:

• Must be able to obtain and maintain a clear criminal record check

• Physically able to perform all listed job duties

• This role involves working in a variety of environments and includes regular interaction with staff and members of the public

• On Call/Shiftwork as required to provide after-hour client support

• Various shifts at a fast pace to meet service level requirements of our clients

What We Offer:

• Competitive salary and benefits package.

• Registered Retirement Savings Plan with Company Matching

• Employee Share Purchase Plan

• Subsidized Gym Membership

• Subsidized Phone Plan

• Opportunities for professional development and career growth.

• Collaborative and innovative work environment.

If this sounds like an opportunity you would like to be apart of, please get in touch with us.

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