Client Solutions Specialist

Accountabilities:

• • Serve as the first point of contact for clients, delivering a positive and personalized experience through professional phone and email support.
  • Investigate client questions and issues by gathering relevant information, identifying root causes, troubleshooting problems, and developing effective solutions.
  • Evaluate, categorize, and prioritize inquiries according to urgency, complexity, and client impact.
  • Identify technical issues and collaborate with internal teams to investigate and resolve them efficiently.
  • Maintain resolution times that meet established service and performance standards while ensuring quality is never compromised.
  • Develop expert knowledge of all products, features, and services available to clients.
  • Accurately document client interactions, troubleshooting steps, resolutions, and relevant information within the CRM.
  • Anticipate potential product or user challenges and proactively identify opportunities to improve the client experience.
  • Build trusted, long-term client relationships through empathetic, genuine, and solution-oriented communication.
  • Act as a liaison between clients and internal teams to facilitate effective communication and continuously improve the user experience.
  • Guide clients through solutions and available resources, helping them become more confident and self-sufficient in using the products.
  • Share knowledge and collaborate with colleagues to strengthen team-wide service quality and problem-solving capabilities.
  • Proactively identify and recommend new approaches for improving processes, support experiences, and client satisfaction.
  • Maintain a strong sense of urgency and ownership when addressing client needs and resolving issues.

  Requirements:

  • 3+ years of proven client service experience, preferably in a client-facing environment involving both phone and email communication.
  • Demonstrated expertise in troubleshooting and resolving client or technical issues.
  • Strong technical proficiency and experience working with CRM platforms such as Salesforce, SalesLogix, or comparable systems.
  • Experience working in a SaaS or education technology environment is an asset.
  • Strong technical aptitude combined with excellent interpersonal and communication skills.
  • Highly organized, with the ability to manage multiple inquiries, priorities, and tasks effectively.
  • Strong time-management skills and the ability to prioritize work according to urgency and client impact.
  • Naturally curious and committed to developing a deep understanding of products, features, and the technology behind them.
  • Empathetic and client-focused communication style, with the ability to build trust and manage challenging situations professionally.
  • Strong problem-solving skills and the ability to investigate issues independently while knowing when to involve other teams.
  • Collaborative team player who is comfortable sharing knowledge and learning from colleagues.
  • Ability to work effectively in a fast-paced, technology-driven environment while maintaining high service standards.

  Benefits:

  • CAD $50,000–$55,000 annual compensation, with the final offer based on experience and expertise.
  • 18-month full-time contract.
  • Flexible work arrangements, including remote work options in Canada.
  • Monday–Friday schedule from 12:00 p.m. to 8:00 p.m. ET.
  • Four weeks of vacation.
  • Employer-paid health and dental benefits.
  • Four-month parental leave top-up.
  • Group RRSP with 3% employer matching.
  • Professional development opportunities through internal and external training and mentoring.
  • Professional development budget for employees.
  • Opportunity to work with modern technologies in a collaborative and inclusive environment.
  • Strong focus on continuous learning, innovation, and employee growth.