Client Service Specialist - Vaughan, Canada - TECHCOM Computer Systems Inc

Description

My name is Sylvain and I lead the Client Relationship & Delivery team here at TECHCOM. I'm looking for someone who, first and foremost, has the right work 'attitude'.

What do I mean by this? Skills are important, however being positive most of the time, wanting to come to work, taking pride in what you do, wanting and working to make an impact - these are primarily the things I'm looking for.

Sound interesting? Please keep reading to know a little more about the skills we are looking for and our organization.

What you will be doing?
As a Client Service Specialist, you will manage a portfolio of Clients.

This means that you will be their first point of contact for their strategic and day to day operational needs.

You will develop a relationship with them to respond to their questions and requests - and help them get things done.

In order to do this, you'll use active listening, be attentive, provide effective communication, demonstrate friendliness, share your knowledge of the products and services we offer, be patient, always manage time carefully to list a few.

And you won't do this alone.

You will work in collaboration with your peers, our technical and support teams, our Executives, and, of course, with me.

Nice, but what does this mean
Host regular Client and internal meetings to manage and deliver on day to day operational items, and facilitate quarterly business review meetings to ensure key performance indicators (KPIs) are met;
Facilitate requirement gathering meetings and technical reviews so you can achieve sign off from key business contacts, and then schedule the initiative/project using Software Development Life Cycle (SDLC) methodology;
Participate in project sizing/estimation assessments so you can present estimates to the Client for sign off;
Support the drafting of Statements of Work and other key documents to ensure high level scope, business considerations, timelines, cost and contractual obligations are met;
Manage numerous initiatives across multiple Clients or internal areas;
Collaborate with our coders (Development), our testers (Quality Assurance) and our help area (Client Support) on resource allocation and all aspects of delivering what we set out to do; and


Although there is much more, we hope this gives you an idea.

Still interested? Just a few more points of information

The qualifications you need

You're someone who genuinely enjoys interacting with people and helping to figure things out;
You definitely like puzzles and read about and/or fiddle around with technical things;
You hate it when you're not organized, you love lists, and you can't live without scheduling your world;
You might have experience in a client service/support role;
You are confident about both your verbal and written communication skills, and you always try to be clear, concise and influential no matter who you are talking or writing to;
If you have knowledge of and/or experience with banking or account management, that would be an asset;
You have a basic knowledge of technical concepts, and you're interested in learning more about how things are designed, how they work, and even how to fix them sometimes; and

Being bilingual in English / French is also an asset.


Who we are
TECHCOM is a privately own company founded over 25 years ago.

TECHCOM started by providing technology solutions in the account receivable management space (commonly called 'collections', but noting we're not a debt recovery or collection company).

We've grown to be an innovative solution provider of cloud-based software technology that we design and build here in Canada for our data technology platform, and where our functionality supports all stages of the customer account life cycle.

Over the years we have evolved and expanded our technology solutions for digital contact channels, marketing/customer acquisition, customer retention and cross-selling, account management, reporting and data analytics, and business intelligence including AI and machine learning.

We deliver an enhanced customer and employee experience for major companies in the financial services, government, transportation, utilities and regional municipality sectors.

TECHCOM values the diversity of the people it hires.

Diversity at TECHCOM means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Where we are
Our head office is located in Vaughan, and typically work is in the office with occasional visits to Clients.

As an essential service, we have some of our team working from home and some from the office during the pandemic, and it all depends on their job accountabilities.

This CSS role may have aspects of it that are completed in the office or at home, but I want to be transparent that initially the role will be in the office.

What you need to know

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