Partner Experience Representative - Jobs in Greater Sudbury, ON

Job Description

Our Innovation Team provides end-user support to our diverse base of professionals across Canada. Our Technical Support are people-centric and connect with our partners in a relatable way. As an essential member of Plan A Powered By StaffStat, the focus is to provide exceptional service throughout our partner’s journey.Responsibilities:

• Become knowledgeable in our StaffStat software: how it works, its structure and functionality and user experience.
• Support the development of training materials that can be provided to end users as reference material during product launch and beyond – help sheets, guides, user manuals and more
• Assist with scheduling, managing and coordinating all training at the various sites
• During product launch, assist with delivering training, consultation, and best practice information to new partners throughout all phases of implementation

• Work closely with the Partner Success Specialist to ensure a positive transition to StaffStat

• Provide post-launch support and issue resolution for our solutions where required.

• Support the Partner Success Specialist and Implementation Specialist with the gathering and interpretation of data
• Assist our partners in promoting better use of StaffStat
• Troubleshoot and resolve customer issues via phone and email in an efficient, friendly, and well-documented fashion

• Independently investigate and implement solutions to technical issues
• Maintains client tracking system and service data
• Consult with team members on customer feedback to pinpoint pain points and discuss solutions

• Conduct system maintenance and updates as required

• Aid in the implementation of new initiatives, projects, and applications

• Participate in pre-release testing and identify any potential usability issues

• Support the Innovation Team align StaffStat’s technology with Plan As strategy
• Participate in an after-hours emergency rotation to provide our partners with 24/7 technical support
• Perform cross-functional and/or other duties consistent with the job classification, as assigned or requested.

Requirements:

• Proof of two-dose COVID-19 vaccination series approved by Health Canada

• Superior communication skills (bilingualism - French and English - is an asset)
• Excellent customer service skills
• Excellent problem solving & trouble shooting skills

• Ability to maintain positive energy and is an active team player
• Proactive and positive; presents solutions not problems
• Ability to take initiative and be self-directed, adaptable, and innovative
• Strong interpersonal skills including flexibility and the ability to work with others in a team environment

• Ability to plan, multi-task and manage time

• Detail oriented with the ability to multitask.
• Ability to work in a hybrid work model
• Post-secondary diploma or certificate program in a related field

Covid-19 Considerations:

• Remote interview process available
• Personal protective equipment provided or required
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

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