Remote Client Services Analyst

Socket.dev; Canada; Hybrid; CAD 41,000 - 50,000; Full time

Job summary

Socket.dev is seeking a Client Services Analyst to provide remote application support to clients via email and phone. You will route questions about sales, software licensing and user management while contributing to Canadian healthcare product improvements.

This full-time remote role requires handling inquiries, maintaining service levels, and collaborating with QA and leadership to ensure high-quality client experiences.

Qualifications

• Intermediate computing skills required.
• Demonstrated experience in a service-oriented role.
• Experience in a fast-paced environment.
• Pleasant and professional telephone demeanor.
• Typing speed of at least 40 words per minute.
• Ability to work any shift during established hours of operation.

Responsibilities

• Provide remote application support to clients via email and phone.
• Route general questions about sales opportunities, software licensing and user management.
• Review outstanding cases to meet SLA requirements.
• Own calls and case volumes in Client Services queues and monitor trends.
• Escalate as necessary to QA, Team Leads or other departments.
• Shadow/train internal staff and externally to customers.
• Participate in after-hours rotation to meet SLAs.
• Support acquisition products and communicate with external contractors.

Skills

Intermediate computing skills

Service-oriented experience

Fast-paced environment experience

Telephone demeanor

40 wpm typing

Shift flexibility

Education

MOA or MDOA program asset

Job description

Love helping people, solving problems, and working in a fast-paced environment? As a Client Services Analyst (CSA), you will provide remote application support to our clients via email and phone support. You will also appropriately route general questions or concerns about sales opportunities, software licensing and user management. The position offers highly motivated self-starters, an opportunity to work on products that improve Canadian healthcare.

Essential Functions:

• Actively contribute to achieving departmental service levels and corporate goals by being a positive member of the Client Services team and demonstrating our CORE values (Care, Ownership, Respect, and Excellence). This may include direction or assignment of work under the Client Services Department scope of work tasks. This could be from various channels including but not limited to calls, faxes, emails, voice mails, chat, social media or cases of any and all skill set as required to achieve both Service Level targets and Client Satisfaction.
• Review outstanding cases to ensure that Service Level Agreement (SLA) requirements are met.
• Take ownership of calls and case volumes in Client Services queues to monitor for trends and suggest solutions.
• Clarify customer's concerns or issues and take appropriate action to respond to cases in Salesforce CRM prior to escalation to the Quality Assurance team, Team Leads or another department as necessary.
• Provide shadowing / training both internally to new staff and externally to customers.
• Participation as business needs arise in the scheduled rotation of the After-Hours Client Services phone to ensure that Service Level Agreements are met.
• Provide support services for acquisition products and communicate with external contractors as and when required.
• Demonstrate Case Close rate > or = average of within acceptable variance of CSA’s with similar skill sets.
• Achieve 90% or greater quality scores on spot checks (Matrix TBD).
• Reliable attendance: Defined as-- schedule adherence to start and end times, lunch and breaks with professional communication regarding matters of attendance.
• Be accountable for any assignment of work given by the Quality Assurance Team or Client Services Leadership team.

Additional duties and expectations:

• Promote QHR’s “Blue Culture” framework to foster a collaborative, positive and efficient workplace,
• Contribute to the organization’s positive image both internally and externally,
• Perform other duties consistent with the position, as reasonably directed by your manager.

Core Competencies:

• Utilize documented escalation processes when needing assistance and or guidance regarding knowledge, client escalations and workflow direction.
• Provide peer mentoring to team members by adhering to departmental workflow and new technologies.
• Demonstrates self-awareness and emotional regulation, maintaining professionalism and focus while effectively fulfilling job responsibilities, even in challenging situations.
• Maintain professional image at work both internally and externally with colleagues and clients alike through written and video communication as needed.
• Integrity - Maintain steady performance and anchor decisions aligned with organizational values.
• Escalate any major departmental issues to a Team Lead. Gather essential facts and recommend/take next steps.
• Demonstrate leadership and mastery of your skill set(s).
• Be willing to go above and beyond to assist a client and the organization.
• Adaptability - adapt and navigate change with a can-do attitude.
• Fortitude - Does not shy away and advocates the handling of “big” issues. Tackles challenges.
• Demonstrating technical skills related to installs and troubleshooting of software.
• Have ability to come up with creative solutions to meet new client demands and workflows.
• Confidentiality - proven ability to maintain confidential inter-departmental information.
• Provide feedback to leadership inbox with ideas on process improvement.

Qualifications:

• Intermediate computing skills
• Demonstrated experience working in a service-oriented position
• Demonstrated experience working in a fast-paced environment
• Pleasant and professional demeanor on the telephone
• Completion of a MOA or MDOA program is considered an asset
• Ability to type a minimum of 40 w.p.m.
• Ability to work any shift during established hours of operation (current and future)

Compensation and Logistics:

• Base salary of $45,000.00 annually
• Full-time, permanent
• This is a remote/work-from-home position
• No travel required