Position location: Manitoba - In office for the first 3 weeks of training.

Job Summary

We are seeking a Technical Support Specialist to join our team. The ideal candidate will have strong problem-solving and technical skills essential for promptly addressing clients' concerns and inquiries utilizing diverse diagnostic tools and fundamental knowledge of systems and applications. Moreover, the position requires exceptional interpersonal skills to guide clients through different situations, maintain composure under pressure, and resolve issues professionally and promptly. Additionally, candidates must possess the ability to work autonomously as well as part of a team, with a proactive approach. Excellent communication skills and a dedication to providing exceptional client service are essential for this position.

Responsibilities

• Deliver consistent responses to clients within established service agreements.
• Manage ticketing systems, including identifying root causes, steps taken for troubleshooting, and resolution of issues.
• Respond to incoming calls, tickets, and/or emails and properly categorize and record tickets, including troubleshooting information.
• Serve as a liaison between Tier 1 Desk Support and Development Team and escalate technical issues to internal departments as necessary.
• Continuously seek ways to improve the client experience through better communication, process improvements, and tools.
• Triage and troubleshoot technical issues to quickly identify root cause while meeting or exceeding SLA standards.
• Advocate for clients and provide their feedback to the Product and Professional Services teams.
• Continuously evaluate opportunities to improve efficiency and effectiveness in issue resolution.
• Comprehend and communicate technical information to customers in a non-technical manner.
• Communicate and document client challenges and opportunities to Account Managers.
• Recommend processes and technologies that improve efficiency and effectiveness.
• Document and update knowledge base articles and internal procedure workflow.
• Work independently or with a team to monitor and complete tasks in the queue.
• Prioritize and manage multiple open tickets simultaneously.
• Foster excellent working relationships with staff and clients.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in computer science or equivalent coursework in a related specialized field in lieu of experience required.
• 2+ years of experience in technical troubleshooting, technical helpdesk, and/or technical application support
• You bring high work standards-work ethic, task completion, consistency, follow up, accuracy/attention to detail, time management.
• You must have excellent client service skills with experience interacting with a diverse population in a corporate environment.
• You are patience, empathy and professionalism, creativity, initiative, implementation skills, and problem solving.
• You must have possessed sound decision-making skills self-management, and adaptability.
• Must possess excellent customer service skills, follow processes, land learn quickly.
• You have great communication abilities, including written and verbal communication.
• Proficient with Microsoft Office Suite or related software.
• You have personal management skills-accountability.

Preferred, but not required.

• Previous experience using Service Management tools is desirable, preferably Zendesk or Uservoice or similar.
• Capable of multitasking, working under pressure, and handling interruptions while remaining flexible in work assignments.
• Effective communication skills and ability to interact with diverse personalities while maintaining a professional attitude.
• Possesses tenacious technical problem-solving and critical thinking skills while exhibiting sound judgment, innovation, and a practical understanding of issues.
• A team player with a positive "Can-Do" attitude towards change and the ability to adapt to changing company and/or client needs.
• Maintains high work standards, including work ethic, task completion, consistency, follow-up, accuracy/attention to detail, and time management.
• Capable of explaining technical issues to both technical and non-technical employees and customers
• Able to work in a team environment and interact with all levels of management as well as customers.
• Demonstrates tact, diplomacy, and maturity in all client and company interactions.
• Prior experience working for a professional services organization is desirable.
• Excellent verbal and written communication skills with keen attention to detail.
• Thrives in a fast-paced environment with a high degree of resiliency.
• Demonstrates the ability to multitask while meeting multiple deadlines.
• Experience with SQL is desired but not required.
• Demonstrates sound decision-making skills.
• Strong analytical and critical thinking skills.
• Outstanding time management skills.

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Basic Life Insurance for employee and dependents
• Standard Group Medical & Dental Benefits
• AD&D/STD/LTD
• Extended Health coverage
• Family Responsibility Leave
• GRSP with 50% company match (to annual limit)
• 15 vacation days annually
• Profit Sharing

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

UnionWare, part of Togetherwork, develops software specifically for unions.  Their technologies and tools are intuitive and allows their customers to gain insight and deeper knowledge of their membership. UnionWare has three things: an integrated set of union specific software modules, an experienced team of people with a deep understanding of unions and their needs, and a proven approach for how to continually elevate these organizations at every stage of growth. They’ve been around since the early nineties and work with unions of all types and sizes across Canada, the United States, and Australia.

We are a diverse group of amazing individuals, and we'd love to have you come and join us.

We believe that the best candidates are those that can learn quickly, and are compassionate and productive, regardless of their experience. In exchange, we'll provide you with an environment where you are included, valued, and empowered, so you can do amazing things. https://www.unionware.com/

Job Type: Full-time

Benefits:

• Paid time off

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Winnipeg, MB: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

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