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Helm Operations Software inc

Client Services Associate

Support – Victoria, British Columbia
Department Support
Employment Type Full-Time
Minimum Experience Entry-level

Is it possible to love a job? We think so. That’s why our team has been together so long. Sure, it could be the fun events we host every month, or the laughter overheard in the hallway every day, or even the values we all share like teamwork, humility, fun and commitment. But it could also be the challenge and joy of working for a software company that is really going somewhere. Yes, it’s possible to love a job, especially when it loves you right back.

We specialize in developing operations software, called Helm CONNECT, which is used by marine transportation companies across the world, and right at home here on Vancouver Island.

We seek relationships with customers and employees that are based on respect, hard work, transparency, teamwork, and a little fun, too. In our opinion, that’s what makes a great relationship. Our brand promise is to connect the marine industry like no other technology company, so we strive to make our software, service and culture reflect that promise. After all, if our software is hard to use and we don’t like working together, how can we expect to thrive?

Do you have a passion for serving customers? Do you look forward to learning something new every day? In our fast-paced work environment, you must be passionate about helping customers, have strong troubleshooting skills with excellent verbal and written communication skills, be organized, work well in a team, demonstrate the ability to learn quickly and manage multiple priorities. 

The Client Services Associate (CSA) is a multi-disciplinary position relating to the successful sale, deployment and support of Helm Marine Operations software. The CSA will be called on to deliver an excellent level of post-implementation product support by interacting with customers through phone, email, IM or Online Meeting and will record all customer issues to ensure they can either: a) solve the issue themselves; or b) escalate the issue so that it is managed efficiently. CSAs will also, from time to time, be responsible for quality assurance testing of new releases.

Primary Responsibilities:

  • Provide outstanding product support for our customers and business partners.

  • Analyze, prioritize and interpret business processes to identify and resolve reported issues.

  • Capture issues and feature requests accurately and in detail sufficient for the development team to resolve so as to deliver quality releases.

  • Discover additional product or training needs our customers may have. Ensure this information is passed along to your manager in a timely manner.

  • Record each contact with our customers accurately and in a clear, concise, and understandable format.

  • Respond to customer requests and inquiries within a period of time according to service level agreements.

  • Perform Quality Assurance (QA) related to new releases as required.

Critical Success Factors:

  • Highly organized and able to respond to shifting priorities.

  • Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.

  • Able to communicate clearly and effectively in writing or on the phone.

  • Become fully trained on all applicable Helm products and tools that have been assigned to you.

  • Become knowledgeable about our customers in the workboat industry and their sub-verticals, such as Harbor Docking, Inland Barging, and Coastal Barging.

  • Be goal-oriented and achieve stated objectives with help and direction from management and peers.

  • Work well independently and through team efforts.

  • Support Helm’s culture of fun, resourcefulness, teamwork, humility, respect, and commitment and participate in company events, when possible.

  • Provide outstanding product support, and outstanding support is defined as doing everything possible to ensure the client feels that you are addressing his/her issue in a timely and efficient manner.

  • Enthusiastic, enjoy interacting with people, and a desire to make positive customer connections.  

  • Able to organize workload and respond to shifting priorities.

  • Work under the supervision of senior staff with considerable latitude for independent judgment.  

  • Aim to outperform the departmental KPI benchmarks.

  • Strive to provide the highest customer service experience.

Qualifications:

  • Diploma, Degree or Technical Certification in related field or proven equivalent experience.

  • Strong customer service and interpersonal skills, and able to handle challenging situations with composure, professionalism, and courtesy

  • Experience using SQL Management Studio for basic SQL Server admin such as backing up/restoring database instances.

  • Ready and willing to work a variety of shifts including on-call to provide 24/7 coverage.

  • Previous experience in customer service/call center environment is an asset.

  • Able to work on multiple assignments in a team environment.

  • Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).

  • Possess strong communication, customer orientation and positive attitude.

  • Must be a self-motivated team player, with a positive can-do attitude and solid work ethic.

  • Aptitude for acquiring technical skills and an eagerness to learn is an asset.

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  • Location
    Victoria, British Columbia
  • Department
    Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level
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