Job Description
Come join the dynamic team at Complete Purchasing Services as a Client Services/Support specialist. You will be responsible for systems maintenance, over‐the‐phone training & support, and inside sales function for contract compliance and user adoption of Complete Purchasing Services' proprietary systems. Support calls are 60% outbound and 40% inbound.
This role is fully remote and requires candidates to be fully bilingual in French & English. This is a mandatory requirement for candidates to be considered
About Complete Purchasing Services
Complete Purchasing Services (CPS) helps organizations thrive in a competitive marketplace by delivering strategic supply chain solutions to maximize operational and financial performance for clients. Complete Purchasing Services has developed manufacturer and distribution purchasing programs based on a combination of quality, service, and price. The value equation determines costs and identifies the best sources of supply to enhance service delivery to our clients.
We streamline the buying processes through our web-based multi-distributor purchasing platform and strengthens purchasing power by providing access to a network of manufacturers and distributors.
We constantly seek innovative ways to enhance and expand our programs. CPS combine unique insights with the latest technology and a robust supply chain network to lower costs, increase efficiency, enhance services, boost employee engagement, and drive organizational progress.
Job Responsibilities
User Training & Support
- Provides first level support to users (external & internal), triage support issues & contacts responsible party for resolution and/or escalation.
- Provides user training & technical support, phone &/or online and in‐person, as needed.
- Sends post‐call user satisfaction survey after each user interaction.
- Develops user guides and video tutorials using Camtasia or digital adoption platform, including script, video screen captures and audio narration.
System Maintenance
- Maintains database integrity.
- Maintains user & supplier profiles – portal, purchasing, and CRM.
- Documents inbound & outbound calls in the CRM application and manages emails received through the portal “contact us” section.
Quality Assurance & Testing
- In collaboration with CPS IT and third‐party technology partners, participates in project calls on distributor integrations and application enhancements.
- Performs user acceptance testing for purchasing and portal upgrades as well as distributor integration.
- Verifies and confirms defect (or bug) fixes.
Program Adoption
- In collaboration with the account manager, ensures user adoption of CPS proprietary systems as well as compliance to CPS contracts.
- Field Engagement - Participates in field presentations as needed.
- Measurement & Analysis
- Monitors user adoption, identifies opportunities, recommends approach to account management team and/or follows up directly with client.
Qualifications
- Minimum three (3) years of IT help desk, specifically software application support and inside sales or customer service experience.
- Requires strong attention to detail to ensure database integrity.
- Requires strong critical thinking skills for clear, concise assessment of support issues and user requirements.
- Experience and demonstrated ability to diagnose & troubleshoot basic computer user & connectivity challenges.
- Strong communication skills, written and oral. For bilingual position, must be able to communicate effectively in both English and French.
- Above average computer skills including Microsoft Office (MS excel) and internet.
- Working knowledge of video‐editing software (Camtasia) is an asset.
- The successful candidate must possess a minimum of two (2)‐year college degree in a technology‐related program. A Bachelor’s degree is desirable but not required.