Job Description – Technical Account Advisor – Level 2 Support Department: Technical Community Support Reports to: Director, Technical Community Support Location: Toronto, Canada Employment Type: Full time – Permanent Hours: 37.5 hours/week, Monday to Friday shifts scheduled between daytime, evening, and night shift.
In this role, you will act as the first point of contact to SmartSimple’s IME clients to ensure they understand the full value of their investment with SmartSimple. You will provide knowledge regarding best practices on the SmartSimple platform, ensuring overall customer success. This role is largely client facing and requires building strong relationships with clients on various levels, as well as acquire significant knowledge of their unique business processes.
Help clients resolve day to day challenges, by delivering innovative and scalable resolutions, providing best practices advice and opportunities for skill building.
Provide advice and guidance as the SmartSimple subject matter expert to fellow teammates to ensure client satisfaction and resolution of client concerns.
Provide mentorship and technical guidance to team members around Community Support processes, platform knowledge, and best practices. Activities may include, but are not limited to; team training and one on one mentorship.
Analyze client issues for root cause, determining if the issue could have been prevented by changes in the software and/or business process, outline change recommendations.
Ensure client tickets are resolved in a fast and professional manner as outlined in SmartSimple’s Service Level Agreement (SLA) and Net Promotor Score (NPS).
Facilitate relationships across various client teams and internal teams to further strengthen our partnerships with our clients.
Provide instructions and documentation to ensure successful implementation of new platform features.
Oversee customer service requests by being the service delivery and escalation point of contact.
Other duties as assigned.
A Bachelor's degree in any Technology, Engineering, Sciences, Mathematics field or equivalent experience.
Strong understanding of the SmartSimple platform.
2 - 4 years’ experience in a similar role is a requirement.
Exceptionally strong and professional communication skills.
Customer service oriented, believe in teamwork, collaboration, adaptability, and initiative.
Excellent follow-through with minimal management.
Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
Demonstrable success in thinking strategically, while providing consistent and high levels of customer satisfaction in a fast paced environment.
Ability to interact both effectively with non-technical and technical users.
Ability to prioritize and balance multiple tasks.
Willingness to research and understand complex software configurations.
Occasional travel is a requirement for this position, with the ability to travel within North America is a must.
Must be legally eligible to work in Canada.
In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities, a request for accommodation will be accepted throughout the hiring process.
We are an equal opportunity employer that welcomes all applicants including persons with disabilities, visible minorities, women, and aboriginals. We thank you for your interest, however, only those applicants selected for an interview will be contacted.