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Bilingual Client Support Representative


This is a Contract position in Red Deer, AB posted October 15, 2021.

JOB OVERVIEW: The Client Support Specialist facilitates and manages various processes (client specific) within the Contingent Workforce/SOW (Statement of Work) program and associated worker lifecycle process.

The Client Support Specialist provides front-line client service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions.

Responsible for attending to first level user requests and questions regarding vendor management tool and communicating the ongoing issue through the appropriate escalation process while providing timely feedback and responses to the end users.

The Client Support Specialist must work with all parties within the Center of Excellence for problem resolution and must provide a professional response and exhibit strong client service orientation when dealing with all clients, internal and external.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Act as the first point of contact to handle requests/questions by phone and/or email from various users (internal and external) Troubleshoot and respond to questions and concerns that are program-related to basic user experience and technical support questions using working knowledge of various supported Vendor Management Software to troubleshoot functional issues that arise Resolve issues and questions accurately and within prescribed service level targets Maintain an updated SOP “Standard Operating Procedures” for day-to-day procedures so that operation functions efficiently in conjunction with additional onsite or off-site team members Manage and monitor IT ticket log for open/existing problems and resolutions Use tracking systems to record issues for documentation purposes Uses standardized situational responses and processes to resolve client issues Recognizes and gathers relevant information on client issues/scenarios requiring further solutions Continues to monitor and escalates such issues according to standard escalation process and Manage follow through with end users to ensure resolution Provides training on the VMS system to engagement managers to ensure proper utilization Assists with and provides training to peers on the standards and practices within the Client Support organization Create how-to documentation Participate in generating reports based on performance against Service Level Agreements (SLAs) Perform analysis of findings and trends to provide recommendations for increased quality and operational efficiency Other duties and responsibilities may be assigned from time to time that are compatible with the position SKILLS AND EXPERIENCE: Customer Service oriented – outstanding communication and interpersonal skills, both oral and written; strong organizational skills, professional, energetic and enthusiastic; takes initiative; acts as a client advocate building relationships and long-term mutual benefit with the ability to work closely with business and technical teams of all skill levels Demonstrate ability to be productive with minimal supervision Manage client’s expectations through timely feedback and proactive communication Demonstrable knowledge of procurement, sourcing or contingent workforce Ability to handle multiple projects and tasks concurrently and take direction from many sources Flexibility and adaptability to change Ability to translate functional system-related issues into understandable business language for end users Ability to troubleshoot issues with users Strong critical thinking skills with the ability think outside the box Ability to cross train and transition responsibilities to support staff Experience using a VMS System (Vendor Management System)
– Fieldglass preferred or other applicable VMS System knowledge such as Beeline, PeopleFluent, etc.

Knowledge of ERP HR software solutions (SAP, PeopleSoft, Success Factors, Workday etc.) Experience with ticketing systems and in a call center environment Bilingual (French & English) preferred EDUCATION: Undergraduate Degree and/or Diploma in Arts, Computer Science, Management, or related degree At least two (2) to (5) years of related experience in staffing/recruiting, procurement, sourcing, or client service-related roles – preferably in recruiting, account coordination, vendor management, Managed Service Provider, or related experience