Product Support Specialist (Remote within Canada) - Jobs in Yaletown

Job Description

Reporting to the Manager, Client Support, as the Product Support Specialist (aka Financial Support Specialist), you are part of our Support team. Acting as the first line of response, you will be responsible for communicating with our clients in an open, helpful, and engaging manner to find the right solution for them.Your passion for providing exceptional service contributes to our high level of client satisfaction. In addition, you will work with various teams to resolve various support concerns, escalate issues, and serve as an ambassador for our product.WHAT WE ARE LOOKING FOR:At ProActive ReSolutions Inc., being creative with great communication and problem-solving skills is important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.The successful candidate will be a highly motivated team player who is an excellent communicator, a self-starter and someone who can meet the demands of a fast-paced growing technology company while maintaining a positive attitude in a technical customer support function.If this sounds like you, read on!WHAT YOU WILL DO:

• Provide outstanding client service throughout the support process.
• Identify, investigate, and troubleshoot incoming inquiries to provide the appropriate solutions and alternatives to achieve client satisfaction.
• Effectively document support incidents and escalate them as necessary.
• Manage and update the help desk ticketing system with descriptions of support incidents, conversations, and correspondence with clients.
• Manage multiple support channels including telephone and e-mail.
• Support the roll-out of new product releases to ProActive ReSolutions existing client base.
• Proactively assist in growing our Client Portal content by developing impactful documents, videos, and how-to guides
• Actively participate in continually improving support processes and team initiatives
• Demonstrate ProActive ReSolutions core values, building and advancing the reputation of the company and its clients.

Key Relationships:

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

RequirementsWork Environment:

• Work independently with minimal supervision
• Extensive collaboration with team members and other departments
• Remote work option

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIREMENTS:

• A degree, diploma, certification, or equivalent in business, accounting or relevant experience
• Experience Level: 1 – 2 years in customer service relations or in an accounting role
• Demonstrated skills in client escalation, conflict resolution and negotiation.
• Demonstrated excellence in presenting to an executive-level audience, both written and verbal
• Excellent client service, interpersonal and relationship-building skills.
• Excellent multi-tasking, organizational, time management and problem-solving skills
• Excellent team-building skills, to work well within a team environment.
• Self-sufficient, resourceful, and able to work well with minimal supervision.
• Ability to demonstrate a high degree of professionalism.

• Innovative thinker with a growth mindset.
• Demonstrated level of technical proficiency with Microsoft Office at the Intermediate or Advanced levels
• Willingness to be coached, mentored, and driven to reach your fullest potential.
• Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients.
• Ability to travel minimally within Canada and the US

BenefitsAt ProActive ReSolutions Inc., you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the very best they can be, ProActive ReSolutions Inc. strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:

• Competitive Compensation with benefits
• 4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, volunteering time off and mental health days.
• Company paid competitive Benefits including Extended Health, Dental, Vision and more.
• Workplace Flexibility (Choice to work remotely in Canada or from our office in Vancouver, BC)
• Continuous growth opportunities, professional development training allowances and leadership development