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BroadView Software in Toronto is a 70+ person company that builds software for the broadcast industry. Our clients are interesting and varied. Our footprint is worldwide. In business for over 30 years, we have consistently punched above our weight, competing against international giants to win clients with our responsiveness, ingenuity and client-centred service.
Reporting to the Client Support Manager, the Client Support Representative will be responsible to support all clients using BroadView products. A Client Support Representative will be trained to support and understand the BroadView product and how it is used in our clients’ broadcast operations.
The Client Support Representative will be responsible for managing service requests that are received by phone, email and the internal ticketing system, and will be expected to independently investigate client questions or problems and triage to the appropriate departments at BroadView.
The Client Support Representative will work very closely with other BroadView colleagues from all departments to ensure BroadView meets contracted SLAs for clients, and ensure clients are receiving the best client service experience by building knowledge and both internal and external relationships that contribute to client retention.
The Client Support Representative will be responsible for BroadView product release qualification activities including cursory testing of upcoming releases and testing and closing out product or client-specific product improvements and fixes.
The Client Support Representative will coordinate managed service work for clients including deployment of product releases or infrastructure enhancements to client Test and Production environments.
The Client Support Representative will be required to work shifts between 8AM – 8PM ET, including split shifts.
Why Broadview?
- Great culture – friendly, supportive, family-friendly
- Regular company and team-building events
- Work from home with periodic team visits to our office in Toronto as needed and Covid-19 conditions allow.
- Company-supplied equipment and tools for the role
- Competitive benefits (for you and your family)
- Competitive salary
- Three weeks’ vacation to start
- Paid sick days
Responsibilities Include
- Become a product generalist in the BroadView product line
- Triage, troubleshoot, and resolve Tier 1 client issues and BroadView product questions via the Client Support phone system, email, and internal ticketing system
- Escalate client issues to Tier 2 or Tier 3 internal departments following established processes
- Train client users on how to complete various tasks using the BroadView product line using multiple methods, including in-person, phone, or online approaches
- Improve departmental knowledge base by keeping client and process documentation up to date
- Document product deficiencies and enhancements following established ticketing processes
- Test fixed product deficiencies and enhancements following established processes
Experience
- 2+ years of customer support experience
- Ability to work shifts between 8AM – 8PM ET, including split shifts
- Experience in a broadcast environment is a definite asset
- Must be proficient in MS Office and comfortable working in a tech environment
Required Competencies And Qualities
- An inquisitive and detail-oriented approach to problem-solving
- Strong verbal and written communication skills with an ability to communicate clearly, effectively, and in a timely manner
- Ability to be a strong team member but work independently when required
- Excellent organizational skills
- Ability to prioritise and carry out multiple tasks and get things done in a timely way
- Can work under pressure with tight deadlines
- Able to learn quickly and present information logically and clearly
Nice To Have
- Broadcast/Media industry experience
- Experience with an internal ticketing system (eg. Jira)
Broadview Software Inc is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Broadview Software Inc will make accommodations available to applicants with disabilities upon request during the recruitment process.
Broadview Software Inc is an equal opportunity employer and strives to ensure that its hiring process meets the needs of all persons with disabilities. As such, Broadview Software Inc will provide reasonable accommodation for any applicant, as requested during the hiring process.
Broadview Software Inc seeks to fully integrate the principles of Employment Equity and will ensure the full participation and advancement of members of historically disadvantaged groups (i.e., members of visible minorities, persons with disabilities, women, and aboriginal peoples). Broadview Software Inc will achieve this by ensuring that its hiring process is fair and equitable for all persons.
Broadview Software Inc strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, Broadview Software Inc will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.