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Support Specialist

Job Description:            Support Specialist

Reports to:                    Manager, Client Services

Position Overview

The Client Services Support Specialist is responsible for the provision of high-quality client support and service. Responding to and resolving inquiries, educating and training clients on products and services, analyzing and reporting on client information and identifying opportunities for service enhancement.      

Core Responsibilities

Client Services Management
  • Train and educate dealers on the utilization of software programs and full website functionalities
  • Assist users in the understanding of reports and data
  • Troubleshoot and resolve any identified client errors or bugs
  • Log and track application issues and gather all required information
  • Load client files into the application  
  • Escalate bugs or issues to internal groups, including development teams, account configuration teams and product teams
  • Assist with year over year financial statement enhancements, platform changes and updates
  • Troubleshoot financial statement submission issues
  • Perform regular quality assurance activities
  • Translate report and Financial Statement labels 
  • Implement new dealerships and OEMs based on provided information
  • Create projections for new fiscal or calendar years
  • Create client mock-ups and associated reports

Qualifications

Education, Experience and Requirements:
  • Previous experience in a client or customer service role, preferably in the automotive industry
  • Education or certifications in accounting, software or finance an asset
  • Knowledge of basic accounting principles
  • Basic competency in Microsoft Office, including Excel
  • Written and spoken competency in French an asset
  • Previous experience in an auto dealer is considered an asset

Key Skills and Accountabilities:

  • Strong communication skills, both written and verbal
  • Ability to work independently while following established procedures and policies
  • Proactively anticipate, troubleshoot and resolve errors and issues
  • Deepen and strengthen client relationships and establish trust
  • Identify activities, processes and opportunities to improve the client experience
  • Ability to adjust priorities and handle time wisely in a fast-paced environment
  • Diffuse and manage situations and discussions 
  • Provide detailed and accurate information to clients, colleagues and leaders
  • Work collaboratively with diverse teams
  • Think creatively and resourcefully across interactions with various groups

This job description should not be construed to imply that these requirements are the exclusive standards of this position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. Reasonable accommodation will be provided to qualified individuals with disabilities to the extent required by law and unless undue hardship would result. The employer has the right to revise this job description at any time. The job description is not to be construed as a contract for employment.