Procom - Client Services Support Specialist
The Opportunity:
Procom is seeking a seasoned professional to join our team as a Customer Service Helpdesk Specialist.
This is an opportunity to work in a fast-paced organization connecting with external Customers and Contractors as well as building rapport and relationships with internal colleagues. Every day will bring a different variety of communications, questions, and personalities. This is a brand new role and team that an A player can be part of defining and growing.
Procom is one of North America's leading staffing and contract workforce services providers. A privately held company, Procom has been deeply committed to continuous growth and improvement for both ourselves and our clients.
The Role:
Customer Service Helpdesk Specialist offers first-level support for customers who are engaging with Procom for support on a variety of topics. They will also be the point person for meeting the customers' needs and providing a positive, informative, and efficient customer experience.
Job Responsibilities:
- Respond to first level customer support phone calls, emails, chat messages in a warm, courteous, and professional manner
- Quickly identify customer needs in order to resolve issues/questions in a prompt and efficient manner
- Enter clear, detailed and succinct written communication logs into the Helpdesk ticketing system for tracking and reporting purposes
- Manage helpdesk tickets to ensure responses are timely and any follow-ups required by external resources are completed and communicated to customers
- Escalate to Client Services team, Account Manager, Helpdesk team manager or other SMEs when necessary
- Identify recurring customer issues to determine standardized working solutions and to build individual and ticketing knowledge-base
- Maintain knowledge and understanding of all changes impacting Procom customers in order to manage anticipated increased volume and/or to mitigate volume via proactive communication and adding to ticketing knowledge-base
- Provide feedback to management to help with continuous improvements with respect to systems, business processes, and overall user experience
- Collaborate with the process improvements team to build process efficiencies and create/update applicable documentation
- Understand, adhere to and ensure compliance with Procom's business policies, processes and guidelines
- Be fully knowledgeable in the services we provide and the options available in order to provide quick responses to customer questions
- Learn the software systems and tools used by Procom and clients to be able to quickly search for information which will allow for effective communication with incoming inquiries
- Use all resources available (systems, documentation, colleagues) to assist with resolutions ensuring accuracy and timeliness
- Special projects related to all or groups of contractors
- Additional projects and tasks as required
Skills and Knowledge Required:
- Minimum 3-5 years of customer service experience, preferably in the Staffing industry or in a professional services industry
- Excellent professional communication skills with all levels of Customers, both verbal and written (English is required; Bilingual (English/French) would be an asset)
- Strong problem solving, and troubleshooting skills that are executed with a calm and empathetic approach
- Strong attention to detail and thoroughness in their work
- Ability to prioritize workflow and meet deadlines/SLAs
- Organized and takes initiative
- Self-directed for daily work tasks but also team oriented
- Experience with ticketing systems or helpdesk software
- Ability to quickly learn new technologies and aptitude to work in multiple systems (ie. ticketing system, FBO, VMS tools, etc.); experience with Zendesk would be an asset
- Intermediate knowledge of Microsoft office applications specifically Outlook, Excel and Word
The Company:
Our business succeeds because we are reliable and our clients trust us, and we work hard to earn that trust by providing keen insight and a commitment to transparency. Through ongoing partnerships, we have become recognized as the market-leading source of high-performing services and solutions that transform how our clients acquire and manage the very best talent. With prestigious recognition, including being named one of Deloitte's Best Managed Companies each year since we first qualified in 2006, we are extremely proud of what we've accomplished. In every aspect, we rely on the excellence of individuals to make a difference. We know that people matter, and we want to work with you!