Training and Client Support Specialist

About InTouchLink:

We are a hard-working and fun-loving team that is passionate about enhancing the lives of seniors and their families through our innovative communication and engagement platform. We work directly with community staff with a mission to create a seamless experience that connects communities, fosters engagement, and empowers communities to be the best versions of themselves. As a growing startup, we value a collaborative and supportive environment where creativity and teamwork thrive. Each of our team members is a highly valued pillar of the organization, and we're looking for our newest addition as we grow!

Position Summary:

We are seeking a dynamic and personable Training and Client Support Specialist to join our dedicated team. As the front-facing contact for our customers, you will play a vital role in ensuring client satisfaction by assisting with inquiries, troubleshooting issues, and providing training on our platform. This is an exciting opportunity for someone eager to make a meaningful impact in a fast-paced and ever-changing environment.

Key Responsibilities:

• Serve as a primary contact for customers via phone and email, providing timely and effective assistance for their inquiries.
• Identify patterns in customer service interactions and propose enhancements to improve overall satisfaction.
• Recommend product improvements based on client feedback and your observations.
• Conduct client audits for both internal assessment and client retention purposes.
• Edit and mass upload spreadsheets to manage client accounts and resident directory accounts effectively.
• Set up brand new communities within our platform, ensuring a smooth onboarding process.
• Create custom help videos to guide clients through our features and functionalities.
• Assist in implementing in-app guides on various system features to enhance user experience.
• Train new clients via video conferencing, delivering engaging and informative sessions.
• Ensure timely resolution of support tickets, maintaining our commitment to excellent service.
• Troubleshoot technical issues and assist clients with technology-related challenges or knowledge gaps.
• Manage ongoing projects, particularly regarding the onboarding of new clients, keeping an organized approach to multiple priorities.
• Test and provide feedback on new features and modules, ensuring they meet client needs and work effectively.

Qualifications:

• Exceptional interpersonal skills; you are friendly, approachable, and great with customers.
• Adaptability to the ever-changing landscape of a startup environment.
• A strong eagerness to learn and grow, with a proactive attitude towards exploring cross-departmental opportunities.
• Highly organized, and able to prioritize tasks effectively while juggling multiple responsibilities.
• Proficiency with technology, and willingness to embrace new tools and platforms.
• Experience in the customer service, healthcare or hospitality industries is a big plus.
• Experience with platforms such as Slack, Zendesk, GSuite, Pendo, and ClickUp is a plus, but not required.
• A comfortable and quiet home work environment conducive to remote collaboration.
• Applicants should live within a 2-hour radius of Toronto.

Salary: $45-58K depending on experience.

Why Join Us?

InTouchLink offers a unique and exciting workplace where you can bring your skills to life and contribute to something meaningful. We prioritize collaboration and connection, with monthly meet-ups to build our team culture. If you’re looking for a role that is both rewarding and impactful, we invite you to be a part of our journey!

We do occasional meetups at our HQ in Toronto, and some interviews will be in-person. Applicants would ideally live within a 2-hour commute of the city centre.

How to Apply:

If you're enthusiastic about providing exceptional client support and making a difference in the lives of others, we'd love to hear from you! Please submit your resume. A cover letter is optional, but appreciated. If you submit a cover letter, please highlight your relevant experience and why you would be a great fit for InTouchLink.