Technical Client Relationship Executive & Administrative Assistant

Technical Client Relationship Executive & Administrative Assistant

Job Summary:

The Technical Client Relationship Executive & Administrative Assistant (Technical CRE) plays a dual role of delivering outstanding technical support to clients while providing administrative assistance to the Customer Service Manager. This position is pivotal to ensuring a high standard of service delivery, client satisfaction, and internal operational efficiency.

Duties and Responsibilities:

Technical Support & Client Relations:

• Identify, investigate, and resolve technical client issues promptly and professionally.
• Consult with users to determine steps and procedures taken to identify and resolve issues.
• Manage client databases, including onboarding new clients, handling courtesy calls, and resolving client concerns.
• Resolve product or service issues by clarifying the customer’s complaint, identifying the cause, implementing a solution, and ensuring resolution through follow-up.
• Coordinate with assigned technicians regarding site visits; communicate any changes or cancellations to clients.
• Attend technical site visits as necessary to support client case resolution.
• Make daily courtesy calls to burglary clients and take action on issues or complaints noted.
• Liaise with Collections/Accounting to provide client statements or invoices upon request.
• Log all client interactions and issues in CRM software or designated report templates in a timely manner for real-time tracking and resolution management.
• Generate reports on client interactions, issues identified, and the status of resolution.
Administrative Support to Customer Service Manager:
• Assist with the preparation and submission of client-related reports, including performance dashboards, issue logs, and service summaries.
• Aid in tracking and following up on outstanding matters related to client satisfaction and service delivery.
• Provide general administrative support to ensure the smooth operation of the Customer Service Department.

Required Skills and Abilities:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Professional and pleasant telephone etiquette.
• Capacity to explain technical concepts to both technical and non-technical individuals.
• Solid analytical and problem-solving skills.
• High proficiency in Microsoft Office Suite.
• Ability to quickly learn and adapt to various software platforms and technical systems.

Education and Experience:

• Bachelor’s degree in Computer Science, Business Management, or a related field preferred.
• A minimum of three (3) years’ experience in technical customer support or a similar role is highly preferred.
• Prior administrative experience is an asset.
• Must possess a valid driver’s license and have access to a reliable motor vehicle.