Job Description

MPOYNT is currently putting together a dynamic delivery and results driven Service Management Team to help our client partners successfully adopt mobility, both as a technology product and a productivity tool.

As a Client Services Representative, you will be a highly organized customer focused and will be the first point of contact for our end-users. We will provide a friendly, collaborative, and high growth environment, you will provide an enthusiastic can-do attitude to provide the highest level of customer service for our client partners.

WHAT YOU’LL BE DOING:

• Provide timely resolution of client inquires to process service orders (i.e. carrier activations, hardware upgrades, service changes, billing and repair inquires).
• Troubleshoot hardware, application, network issues to perform root cause analysis and provide timely resolution.
• Manage, log and process service requests while maintaining the highest level of service and professionalism.
• Educate and direct end-users to self-service options for password resets.
• Field inbound/outgoing calls to provide on/off-boarding support for non-technical users.
• Coordinate directly with end-users to facilitate mobile device returns.
• Collaborate with cross-functional teams to address escalations and optimize support processes.
• Work closely with our deployment service team to receive, provision and ship mobile devices on as needed basis.
• Ensure proper asset tracking of mobile devices by logging all details in asset management tool.

SKILLS, QUALIFICATIONS & REQUIREMENTS:

• Degree or diploma in Computer Networking, Information technology, Computer Science, or related field.
• Minimum 3 years of experience working for a Mobile Carrier such as Bell, Rogers, Telus.
• Working knowledge of mobile devices, applications, and related industry trends.
• Highly skilled at client services, support and/or business operations.
• Strong written and oral communication skills.
• Ability to plan, prioritize, coordinate, and manage multiple projects with attention to detail.
• Good knowledge of the Microsoft Office suite (Word, Excel, Outlook, PowerPoint).
• Basic understanding of Service Management.
• Previous experience working in the health industry is preferred.

PERKS/BENEFITS:

• Ongoing training and professional development.
• Work with an energetic and motivated team in an open concept atmosphere.
• The unique opportunity to get in on the ground floor of something that is truly a game changer.

PLEASE NOTE – THIS IS AN ONSITE POSITION AND CANDIDATES WILL BE REQUIRED TO WORK IN OFFICE.

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