Client Support Representative 2

Job Description:

ProviderSoft Client Success is looking to expand their Client Services team in order to support more aggressive growth. The addition of a Client Support Representative/Help Desk employee will allow the current employee in this position learn new skills and be eligible for greater responsibilities, and even move into a new role (Client Account Representative). The goal is for the team to be able to support an on-board new and additional clients at a faster rate without losing quality of services. We try and hire and train from within, with a clear path for growth for each employee. This gives candidates the opportunity to learn the software and help clients before specializing in Client Accounts.

Location preference - East Coast applications are preferred.

Client Support Representative II

As a Help Desk Specialist at ProviderSoft, you will be working to ensure that our Clients can successfully use our software system on an immediate basis. You will need to be intimately familiar with how it is our Clients operate and interact with our software. You’ll be making sure that Clients make use of new and existing functionality to meet their workflow needs. You will be able to work in partnership with Clients to help answer system and workflow questions and assist Clients in achieving their goals within the system. You will be responsible for researching potential issues reported, and providing quick and thorough responses. Working with our Account Representatives, Business Analysts, and Developers alike, you will be applying your knowledge of the system and our customers’ needs and operations to provide personal, exemplary customer service.

Responsibilities

• Provide exemplary customer service to Clients via phone and email

• Create video and wiki materials to aid in the support of all Clients

• Create and release standard and custom Document Form and Session Note Templates to aid in the support of all Clients

• Provide and solicit User feedback for new features of the system

• Learn and utilize the internal case and client management tools for all Client Support

• Assist Client Services Department to implement and communicate with new and ongoing Clients

• Assist Development Department by seeking feedback from Clients on new products and features and communicating system and usability issues

• Assist QA Department by testing interfaces and new development

• Serve as a point of contact for tier 1 questions, forms review, and ticket escalation

• Assist in training new staff members

Requirements

• 1+ years’ experience in a related role

• Bachelor’s degree preferred (in a related field)

• Understanding of business requirements and the ability to translate these into functional and efficient support for Clients

• Demonstrate a Customer Service focus and attitude, and good interpersonal skills while maintaining professionalism

• Self-starter with ambition who wants to help grow the company and eventually be considered for an Account Manager or Department Manager role

• Computer and software savvy: familiarity with multiple programs, browsers, recording and screen sharing tools, etc.

• Exceptional written and verbal communication skills

• Attention to detail; willingness to wear multiple hats

• Extreme discipline in working in a telecommuting environment; ability to work independently in an effective and productive manner

• Must have a working computer with reliable and speedy internet connection

Location
Your home! ProviderSoft's regular office is a virtual network. Each member of the team works remotely communicating via Teams and coordinating with online project management tools.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.