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Title:  Bilingual Client Services Associate

Requisition #:  387232
Location: 

Mississauga, ON, CA, L4W 5G2

Career Area:  Professional & Management
Description: 

Job Description

Complete Purchasing Services (“CPS”) is in the procurement business serving multiple channels – healthcare, senior living, education, hospitality, and restaurants. CPS enables their clients to save time and money by providing them with the right products & services at the right price, including tools and resources for their operations.

The Bilingual Client Services Associate is 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.

Job Responsibilities

Specific Responsibilities:

  • 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.
  • 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.
  • 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.
  • In collaboration with the account manager, ensures user adoption of CPS proprietary systems as well as compliance to CPS contracts.
  • Participates in field presentations as needed.
  • Monitors user adoption, identifies opportunities, recommends approach to account management team and/or follows up directly with client.

Qualifications

 

The ideal candidate will have the following professional experience and skills:

  • 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.
  • Fully Bilingual French and English, written and oral
  • Strong communication skills, written and oral. 
  • 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.

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on FacebookInstagram and Twitter.