Associate Support Specialist

Equiniti•Toronto, ON

1d•CA$48,000 - CA$50,000•Hybrid

About The Position

The global client support team manages the delivery of services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) are met or exceeded. Builds and maintains strong client relationships and provides day-to-day client advice and support for their various IR and PR needs. Activities may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.

Requirements

Bachelor’s degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.
At least 1 year of experience in a client-facing position required.
Experience in support of complex products preferred.
Communicates clearly with clients via phone, email, and chat
Responds to basic client support inquiries, ensuring they are handled in order of priority
Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
Performs administrative duties including account and user maintenance
Delivers outcomes using good interpersonal skills and organizational skills
Embraces collaborating with teammates
Ability to work occasional overtime during high volume periods
Knowledge of other Notified service offerings
Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability
Applies general knowledge of business developed through education or past experience
No supervisory responsibilities; accountable for developing technical contribution
Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
Exchanges straightforward information, asks questions and checks for understanding
Displays demonstrated knowledge of, and ability to use and learn various technology tools

Nice To Haves

Experience in support of complex products preferred.

Responsibilities

Provides day-to-day client advice, working to maintain strong client relationships
Under general direction, assists business owners and stakeholders in defining business and system requirements
Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues
Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met
Communicates client requirements to operational teams when applicable
Communicates clearly with clients via phone, email, and chat
Responds to basic client support inquiries, ensuring they are handled in order of priority
Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
Performs administrative duties including account and user maintenance
Delivers outcomes using good interpersonal skills and organizational skills
Embraces collaborating with teammates
Ability to work occasional overtime during high volume periods
Knowledge of other Notified service offerings
Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability
Applies general knowledge of business developed through education or past experience
No supervisory responsibilities; accountable for developing technical contribution
Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
Exchanges straightforward information, asks questions and checks for understanding
Displays demonstrated knowledge of, and ability to use and learn various technology tools