Client Support Specialist

Constellation Financial Software

Client Support Specialist

Location: Oakville, Ontario / Canada Remote

Full Time Position

Position Summary 

We are seeking a Client Support Specialist to join our dynamic Support team. The ideal candidate will be able to provide exceptional Tier 1 and Tier 2 support using the necessary company tools to assist with handling client support issues. Responsibilities include processing client tickets, emails, and occasional calls, including responding, researching, troubleshooting, and resolving client support issues in a timely manner.  

You should be able to work independently and recommend solutions or enhancements or process changes that will reduce the level of client support. 

Job Responsibilities:  

• Effectively apply knowledge to solve a range of problems and questions. 

• Run the application in a client's database copy and reproducing the issue in a test environment. 

• Occasionally train clients on the applicable application in a support capacity. 

• Effectively communicate an explanation or solution to clients and to other colleagues where applicable.Resolve and diffuse demanding situations with a client by both e-mail and over the phone. 

• Escalate a ticket to the appropriate resource or call meetings if needed to bring an issue to resolution. 

• Function as the liaison between clients, the support team and our internal Development and QA teams.  

• Gather and analyze information, research, and follow up on client questions and issues in a timely manner. 

• Collaborate with Development, Professional services, or other staff to solve problems. 

• Consider and/or develop alternate solutions when available to provide excellent customer support. 

• Create and update all issues in the company tracking system to maintain accurate records of customer interactions. 

• Help build and maintain knowledge base articles, FAQs, and other self-service resources. 

• Participate in team meetings to share insights, feedback, and propose solutions. 

Competencies  

• Experience and knowledge within the Financial Lending sector. 

• An understanding of the structuring of financial instruments i.e., loans, leases, financing contracts etc.  

• An ability to understand client issues and document the issue and expected outcome from the client’s perspective. 

• Excellent analytical and troubleshooting skills. 

• Excellent oral communication skills, including the ability to speak effectively to a client or colleagues. 

• Excellent written communication skills, including the ability to read and understand documents such as user guides and manuals.  

• Strong mathematical skills to support calculation and validation of financial products.  

• Ability to apply common sense understanding. 

• Ability to work constructively in a team environment. 

• Ability to follow instructions and respond to direction. 

• Professional attitude to clients and colleagues. 

• The ability to communicate in a calm and professional manner to both clients and colleagues. 

Qualifications [Minimum required Education and Experience]  

• Prior experience in the financial sector relating to leases and/or loans.  

• Prior experience as a software Tier 2 Support Desk Specialist preferred but not mandatory. 

• Proficiency In Word and Excel is a must. 

• University or College degree.