segunda-feira, 26 de julho de 2010

Client Support Specialist

Sapphire Canada, a division of Randstad Interim Inc., is one of North America's premier technology staffing firms, offering hundreds of permanent and contract opportunities across all roles, levels and platforms. Our Web-based tools simplify and accelerate your search for opportunities. When you're ready to interview we'll meet with you in person and help you build your career path. Visit to get started!

Client Support Specialist (#124667)

Our Calgary client, located in SE Calgary, is looking for a Client Support Specialist (bilingual English/Portuguese) in a permanent position.

. Reports to the Client Support Team Lead.
. The Client Support Specialist works directly with clients to provide them with trusted, knowledgeable support in the use of the client's solutions and services.
. The Client Support Specialist understands that our clients' business and adjust the support they provide accordingly.
. They also work with our Sales, Services and Development teams to enhance our clients' experience of client's SaaS based products.

Position Responsibilities and Objectives:
. Provide exceptional client support and answer questions in a professional manner.
. Respond to client phone calls/email/chat to resolve technical issues in a timely fashion to meet our support service level commitments.
. Work with clients to troubleshoot and resolve technical and access issues.
. Contribute to user training and make recommendations for additional training, documentation, and product enhancements to improve user experience.
. Escalate technical problems that can't be resolved by typical means.
. Develop a deep knowledge of client business rules and the clients' applications in order to answer client questions effectively (right answer) and efficiently (in a timely fashion).
. Build and maintain solid relationships with our clients.
. Document client issues and resolutions in the Case Management system.
. Complete special tasks as requested by Sales/Services (i.e. sending mass emails, testing applications, adjusting site access/permissions, etc.).
. Be available for shifts that may begin as early as 7:00 am and end as late as 6:00pm.
. Be available after-hours for rotating "bat-phone" coverage.

Position Skills Required:
. Bilingual - written and oral - English/Portuguese
. Excellent communication skills (oral and written).
. Client-focused, organized and good time management skills with the ability to prioritize.
. Skilled at troubleshooting basic computer/software issues.
. Team player and dependable for the rest of the Client Support team.
. Strong computer and software skills.
. Proficient in Word, Excel and the use of Internet Explorer.
. Knowledge of WebEx and/or other online web meeting tools.

Additional skills (not necessarily required):
. Understanding of the construction build process, its stages and terminology.
. Knowledge of other Web-based computer solutions
. Experience or knowledge of Computer Aided Design and AutoCAD

If your skill set and experience match the above requirements, then don't delay, apply TODAY!!!


Bilingual - written and oral - English/Portuguese (Must Have)
Excellent Communications Skills (Must Have)
Troubleshooting basic computer/software issues (Must Have)
Proficient in Word, Excel, use of Internet Explore (Must Have)
Knowledge of WebEx /other online web meeting tools (Must Have)
Computer Aided Design and AutoCAD (Nice to Have)
Understanding of the construction build process (Nice to Have)

To apply:

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