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Client Experience Representative

Entry Level

Vertafore | Customer Support | Montreal,

JOB OVERVIEW

Provide Level 1 over-the-phone helpdesk application support to Keal’s broker management system clients within the appropriate Canadian Province(s). 

 

SPECIFIC RESPONSIBILITIES

  • Respond to user problems directly or forward to appropriate other Level
  • Log and record each support call
  • Resolve all client systems problems within established time frames
  • Coordinate problem resolution with various internal contacts
  • Problem tracking to determine trends or patterns to client system problems
  • Ensure support phones are covered at all times (coordinating time off with others in group, etc.)
  • Attend client meetings as requested
  • Issue work order requests
  • Coordinate closing and billing of work orders
  • Provide training to existing and new clients
Skills & Requirements

JOB PERFORMANCE REQUIREMENTS

  • Strong client service skills, including interpersonal and organizational skills
  • Bilingualism (English and French)
  • Good analytical and problem solving skills
  • Knowledge of the Microsoft Office Suite

 

EDUCATION & EXPERIENCE

  • Equivalent to high school graduation (Grade 12)
  • 2 years working experience in the brokerage environment (preferred)
  • Working knowledge of the system(s) being supported preferred

 

SPECIAL REQUIREMENTS (any special requirements involved in the job)

  • Shift work may be a requirement.