Client Services Technician

Client Services Technician

TLC Solutions is seeking a talented CLIENT SERVICES TECHNICIAN to join our team.

The CLIENT SERVICES TECHNICIAN will be the front line customer representatives responsible for answering all TLC Solutions’ inbound calls and ticket enquiries, as well as acting as the role of dispatch to ensure customer issues are responded to timely and by the appropriate resource.

Essential responsibilities

  • Answer all inbound phone enquiries
  • Provide exceptional customer service to all clients and potential clients
  • Prioritize tickets based on severity and impact
  • Resolve tier 1 support issues such as password resets, new user creations etc
  • Act as the role of dispatch, assigning tickets to other queues based on technical requirements
  • Act as a client advocate providing feedback to both account managers and the leadership team
  • Ensure all work is carried out and documented in accordance with existing standards, methods and procedures
  • Research and seek software updates, settings, configuration, known issues, new solutions in order to aid in problem resolution
  • Continuous improvement of self through workshops, certifications, job shadows etc

Qualifications and experience

  • Minimum three (3) years of customer service experience
  • Minimum 1 year of help desk experience or education or a combination of both
  • Strong ability to multi-task
  • Ability to work well under pressure
  • Proactive hands-on, roll up your sleeves and do whatever it takes to get the job done attitude
  • Undergraduate degree, with preference for computer science, computer engineering or BCIT diploma an asset
  • Microsoft/CISCO certification an asset
  • Proficient in ms office
  • Ability to work independently and as a team, self-starter and energetic
  • Strong communication skills
  • Contributor to a positive and results oriented team environment
  • Curious, with a desire to understand and learn
  • Good time management, organization and priority defining skills
  • Exceptional ability to develop and maintain effective internal and external working relationships with all levels in the organization
  • Exceptional ability to listen, communicate (written and oral) and collaborate
  • Successful completion of criminal background check
  • Clean driving record and ability to produce a drivers abstract and claims history letter
  • Ability to successfully complete random drug and alcohol screening
  • Legally allowed to work in canada

TLC solutions provides a competitive salary, benefits, and bonus program to all employees.

If interested in this or other TLC positions, please forward your resume and cover letter in confidence to:
careers@tlcsolutions.ca

Please note, phone calls will not be accepted.