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Client Services Product Support Specialist

Client Services Product Support Specialist

Reports To

Director, Client Services

Job Summary

The Client Services Product Support Specialist, under the direction of the Director, Client Services, will primarily be responsible to support customer base by resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints which are escalated from other employees and departments. This position will ensure that internal and external customers are satisfied with the issue resolution as well as the resolution process itself. The Client Services Product Support Specialist must have a college or university degree and three years of customer service experience.

Broadview Software Inc located in Toronto, is a leading provider of management software for the television and radio broadcast industry in North America and internationally.  With a growing clientele we are seeking hardworking, responsible and reliable individuals to join our Client Services team. 
This is a great opportunity for individuals who are passionate about technology, customer/internal education and giving exceptional customer service. Our team is results-focused and devoted to achievement and performance excellence.

We are looking for a person who is patient, logical, communicative, curious, personable, respectful, dependable, persistent and team-oriented. We are looking for individuals who don’t rest until they see a task through to its conclusion and aren’t afraid to roll up their sleeves to jump into complex customer issues as they arise. The right candidate would be a motivated and energetic individual that is able to meet deadlines in an efficient manner.


Competencies

  • Problem Solving - Able to break down a situation into smaller pieces to identify key issues and figure out cause and effect relationships in order to solve. Use logic and analytical methods to come to realistic solution.
  • Resourceful - Responds to difficult situations or workplace requirements by using the available tools and information to support decisions and solutions.
  • Attention to Detail - Attends to details and pursues quality in the accomplishment of tasks, regardless of the volume of duties encountered.
  • Accountability - Takes ownership of personal workload, as well as the workload of employees under his/her direction.
  • Adaptability - Adapts and responds to changing conditions, priorities, technologies, and requirements.
  • Client/Customer Focus - Provides superior service to both internal and external customers.
  • Communication - Expresses and transmits information with consistency and clarity.
  • Professionalism - Demonstrates professional standards of conduct when governing interactions between individuals in a business environment.
  • Time Management - Balances a myriad of tasks; prioritizes duties as needed.

Job Duties

  • Act as technical consultant in a particular field of expertise
  • Support customer base by resolving questions, concerns, and technical issues, as well as handling customer inquiries and complaints which are escalated from other departments
  • Ensure that customers are satisfied with the issue resolution as well as the resolution process itself
  • Analyse problems and make recommendations as to root causes and corrective actions
  • Always maintain professionalism, tact, diplomacy, and sensitivity to portray the company in a positive manner
  • Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
  • Respond to customer service calls in a courteous and professional manner
  • Handle customer complaints as they arise, escalating to the appropriate individual as deemed necessary
  • Maintain a high level of customer service
  • Troubleshoot technical problems related to products and services
  • Adapt communication style in order to deliver information effectively to a range of individuals
  • Maintain a high level of product and service knowledge

Job Requirements

  • Experience in broadcasting environment an asset                        
  • College or university diploma, or equivalent
  • Three years of customer service experience
  • Ability to analyse and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
  • Ability to quickly pick up new product and service knowledge, and communicate that knowledge effectively to customers
  • Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times
  • Ability to effectively communicate both verbally and in writing
  • Ability to prioritize and manage conflicting demands
  • Demonstrated time management skills
  • Ability to work individually as well as part of a team

Work Conditions

  • Working in an office environment
  • Periodic requirement to be on-call
  • Attendance and participation in training
  • Flexible hours including nights, weekends, and holidays
  • Email and phone interaction with customers/clients
  • Operation of desktop computer and peripherals

Broadview Software Inc offers competitive compensation and career advancement opportunities.

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Additional Details

Category: Television
Location:
BroadView Software Ltd
110 Adelaide Street East
Toronto, ON, CA
M5C1K9
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Posted: Dec 19, 2017
Closing: Jan 28, 2018
Type: Full-time
Compensation: Compensation commensurate with experience
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