Client Support Manager

CMIC; Toronto; Sur place; CAD 45 000 - 55 000; Plein temps

Avantages offerts par ce poste

Health and Dental benefits

RRSP Matching Program after 2 years of

Paid vacation and personal days

Townhall meetings

Résumé du poste

CMiC seeks a Client Support Manager to be the first point of contact for assigned clients’ technical support needs in Toronto. You will liaise with programmers, managers, and product teams to ensure timely and transparent delivery of tailored solutions, upholding a high-quality client experience.

Important focus is to tailor solutions to client requirements while maintaining proactive communication and collaboration with internal teams.

Qualifications

• Canadian Bachelor's degree from a recognized college or university is mandatory, preferred fields include Business, Commerce, or Computer Science.
• Knowledge of case ticketing system and ability to troubleshoot and resolve conflicts.
• Strong written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem-solving skills with quick concept learning.
• Detail oriented with the ability to manage and prioritize work flow; strong time management and organization.
• Proactive, with a good work ethic and a positive attitude; team player and adaptable.
• Previous industry experience in Construction, Tech Support or Customer Service is an asset; Professional Services/IT preferred.

Responsabilités

• Manage day-to-day critical issues and share progress with clients and internal support members.
• Coordinate regular conference calls with clients for updates and prioritization.
• Coordinate support team efforts when ranking client priorities.
• Review client comments on ticket notes and participate in weekly product meetings.
• Maintain partner and contact information and assist in internal customer service portal access.

Connaissances

Bachelor's degree

Ticketing system knowledge

Troubleshooting

Written and verbal communication

Analytical/problem-solving

Fast learner

Detail oriented

Organizational skills

Time management

Proactive

Team player

Customer service experience

Construction/Tech support exposure

Formation

Canadian Bachelor's degree

Business / Commerce / Computer Science

Outils

Ticketing system

Description du poste

As a CMiC "Client Support Manager" within our Support department, you will be the first point of contact to serve assigned clients’ technical support needs. You shall act as the liaison between the clients and the internal teams (programmers, managers, etc.) to ensure the timely and successful delivery of solutions according to customers’ needs. Since no two problems are the same, we are looking for someone that can tailor a unique solution to suit client requirements while ensuring a quality client experience that is delivered promptly and transparently.

Important Information

• The overall hiring salary range for this position is $45,000 to $55,000 annually.
• This position is for an existing vacancy
• We do not use AI to screen, assess, or select applicants

Job Requirements

• Canadian Bachelor's degree from a recognized college or university is mandatory, preferred fields of study include Business, Commerce, or Computer Science
• Knowledge of case ticketing system.
• Ability to troubleshoot and resolve conflicts.
• Solid ability to facilitate written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem-solving skills.
• Ability to grasp new concepts and learn quickly.
• Extremely detail oriented with the ability to manage and prioritize work flow.
• Good organizational and time management skills.
• Proactive with the ability to meet tight deadlines and operate in a high-paced environment.
• Team-player, strong work ethic and a positive attitude.
• Previous industry experience with Construction, Tech Support or Customer Service exposure is an asset.
• Professional Services and/or Information Technology is preferred

• Canadian Bachelor's degree from a recognized college or university is mandatory, preferred fields of study include Business, Commerce, or Computer Science
• Knowledge of case ticketing system.
• Ability to troubleshoot and resolve conflicts.
• Solid ability to facilitate written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem-solving skills.
• Ability to grasp new concepts and learn quickly.
• Extremely detail oriented with the ability to manage and prioritize work flow.
• Good organizational and time management skills.
• Proactive with the ability to meet tight deadlines and operate in a high-paced environment.
• Team-player, strong work ethic and a positive attitude.
• Previous industry experience with Construction, Tech Support or Customer Service exposure is an asset.
• Professional Services and/or Information Technology is preferred

NOTE: Please note that this is not a position within Sales capacity and that core responsibilities include client support initiatives.

Job responsibilities

• Manage day-to-day critical issues and share progress on issue resolution with both clients and internal support members.
• Coordinate and participate on regular scheduled conference calls with clients. This includes:
  • Providing updates on outstanding issues.
  • Identify and prioritize key issues.
  • Discuss and coordinate upgrade and patch paths as well as any new product inquiries.
• Coordinate support team efforts when ranking client priorities.
• Regularly review client comments on ticket/issue notes.
• Participate in weekly meetings with Product Leads to review client issues and priorities.
• Maintain business partner and contact information. Assist in the creation and maintenance of internal customer service portal access for users.
• Observe issues on the ticketing system while escalating and coordinating outstanding key support issues promptly.Build and maintain strong and long-lasting business relationships.
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQ’s, and more)
• Health and Wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQ’s, and more)
• Health and Wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation

CMiC is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.