Associate, Client Service

Octacom; Richmond Hill; Hybrid; CAD 45,000 - 50,000; Full time

Benefits offered by this job

Healthcare and dental coverage

Vision coverage

3 weeks vacation

Collaborative work environment

Job summary

Octacom, a division of DCM, is seeking an Associate in Client Service to ensure outstanding client support from onboarding through ongoing Requests. This is a hybrid role with onsite work in Richmond Hill and an option to work remotely one day per week after probation.

You will serve as the primary contact via HubSpot, assist with onboarding, implement projects, and support monthly/quarterly business reviews while collaborating with cross-functional teams to enhance client experience.

Qualifications

• Bachelor’s degree in Business, IT, Communications or related field with 1–3 years of client support or IT support.
• Experience in a B2B IT or document/data management environment is an asset.
• Excellent written and verbal communication skills, with high attention to detail and problem-solving skills.
• Able to work effectively independently and collaborate with cross-functional teams.
• Proactive and accountable with continuous improvement mindset, focusing on positive client experience.
• Proficient in Microsoft Office Suite.

Responsibilities

• Serve as the primary point of contact for client inquiries via HubSpot-based helpdesk and resolve issues independently or by coordinating with internal teams as required
• Assist with onboarding new clients, implementing new projects, and executing change requests with accuracy, while frequently monitoring internal processes for continuous improvement
• Contribute to documentation, planning and testing for new product rollouts
• Build a deep understanding of Octacom’s services to effectively provide informed responses, solutions, and support to clients
• Participate in client meetings as needed and attend educational events to stay updated on industry best practices
• Support Monthly and Quarterly Business Reviews by collecting and analyzing client data and preparing presentation materials

Skills

Communication skills

Independent worker

Team collaboration

Problem solving

Microsoft Office

HubSpot

Education

Bachelor’s degree in Business/IT/Communications

Tools

HubSpot

Microsoft Office Suite

Job description

Octacom, a division of DCM, is an enterprise software and services company focused on document and data management solutions. Octacom specializes in document management and workflow automation software, as well as document imaging and data capture services. Octacom’s core solutions focus on large scale digitization and financial process automation, enabling large enterprise clients across a wide range of industries to streamline and optimize their Accounts Payable and Accounts Receivable processes.

The Role

As an Associate, Client Service, you’ll play a key part in ensuring our clients receive outstanding support and seamless service, from onboarding new clients to managing ongoing requests and changes.

This is an onsite role working Monday to Friday in our Richmond Hill office. There will be an option to work remotely for 1 day per week after a successful probation period.

Key Responsibilities

• Serve as the primary point of contact for client inquiries via HubSpot-based helpdesk and resolve issues independently or by coordinating with internal teams as required
• Assist with onboarding new clients, implementing new projects, and executing change requests with accuracy, while frequently monitoring internal processes for continuous improvement
• Contribute to documentation, planning and testing for new product rollouts
• Build a deep understanding of Octacom’s services to effectively provide informed responses, solutions, and support to clients
• Participate in client meetings as needed and attend educational events to stay updated on industry best practices
• Support Monthly and Quarterly Business Reviews by collecting and analyzing client data and preparing presentation materials

Skills & Experiences

• Bachelor’s degree in Business, IT, Communications or related field with 1-3 years of experience in client support or IT support
• Experience in a B2B IT or document/data management environment is an asset
• Excellent written and verbal communication skills, with high attention to detail and problem-solving skills
• Able to work effectively independently and collaborate with cross-functional teams
• Proactive and accountable with continuous improvement mindset, focusing on positive client experience
• Proficient in Microsoft Office Suite

What we offer

• Comprehensive healthcare, dental, and vision coverage for you and family starting on first day of work
• 3 weeks of vacation annually
• Collaborative and supportive work environment where your ideas are valued and your impact is visible

Compensation

$45,000 – $50,000 CAD per year

The compensation range listed reflects the expected compensation for the role. Actual compensation will be determined based on individual skills and experience.

If you don’t meet every requirement listed above, we still encourage you to apply. We’re interested in the diverse experience, potential, and perspective you can bring to the team.

Octacom, a division of DCM, is committed to equal employment opportunity, employs and does not discriminate against all qualified persons without regard to race, colour, religion, national origin, sex, age, disability, or any other classification protected by applicable federal and provincial laws. Should you require any accommodation throughout the recruitment and selection process, please get in touch with us through the form at the bottom of the page (https://www.datacm.com/about-us/lifedcm/), so that we can ensure your equal participation.