Job Description

About TLC Solutions
TLC Solutions delivers, deploys and supports modern technology and IT services to businesses, schools, and government organizations.
We distinguish ourselves from other IT service providers by offering complete managed service packages to our clients. We help our clients choose computers and devices that fit their needs, build and manage servers, install and manage networks, and design, develop, and implement cloud solutions that bring value to their organization. We also provide IT management, remote support, and onsite desk-side support services to our clients.
In 1999, TLC Solutions onboarded our first client with a vision of providing managed IT services and communications in British Columbia. We are proud to still serve this client today and, since our inception, we have grown to serve a broad range of businesses throughout BC, Alberta, and California. This growth is built on the same transparency, expertise, and reliability on which we were founded.
United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy!

About the opportunity
Hours: Monday \xe2\x80\x93 Friday 8am -5pm
The Client Care role is an essential piece to our Managed Service team. We are on a mission to becoming a Category of One Managed Service Provider and this role will be instrumental in helping us achieve our objectives. This opportunity involves serving as a primary point of contact for designated clients within a Pod. The role focuses on connecting business technology solutions with client success by handling administrative, client engagement, and non-technical tasks. It also includes overseeing ticket distribution, completion, and follow-up to enhance technology outcomes. The position collaborates with the Client Solutions Enablement team to promptly address client requests and questions while fostering teamwork within the Pod.
Our ideal candidate is highly organized, skilled in process improvement, and possesses prior experience in Customer Service. Their personality is warm and friendly with a solutions-oriented mindset. They are unafraid to speak up when they spot problems with the system and love to optimize their work.
ESSENTIAL RESPONSIBILITIES
Technical Team Support & POD

• Assist tech support in maintaining customer knowledge base, keeping Documentation and CRM information up to date.
• Reviewing client documentation and making suggestions for improvements/edits/updates
• Partnering with counterparts in other Pods to ensure consistent rollout and development of enterprise documentation, SOPs, and knowledge base.
• Supporting the technical team in the resolution of aging tickets; including, but not limited to reaching out to clients, getting feedback on ticket progress from technicians, aligning clients with available technicians in the Pod, reaching out to Pod leader.
• Distributing workload within the Pod to ensure balanced tickets across the Pod.
• Contribute toward the development of a strong team environment by upholding high work standards and aligning to TLC\xe2\x80\x99s True North
• Looking at deficiencies that get logged for their clients and take a leadership role in ensuring deficiencies are corrected
• Following up on client feedback information to ensure we are improving our systems and processes in a way that benefits our clients
  
  Client Solutions Enablement Support
• Working with the Client Solutions Enablement team to respond to quotes and client inquiries
• Being the primary contact and owner within the Pod for procurement, coordinating quotes and updating clients on ETA of orders.
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; providing content and actionable recommendations for the CSE team and TBRs
  
  Direct Client Support
• Consistently demonstrate knowledge of Customer Success best practices and stay up to date on trends in the clients\xe2\x80\x99 industry and business technology industry
• Proactively manage the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle.
• Establish strong relationships with Pod clients, becoming a point of contact and trusted resource for the primary contact(s) and users at the client organization.
• Teaching, demonstrating, and coaching clients and their staff on the tools/services they have with TLC. Partnering with CSE and Marketing to ensure clients have a complete understanding of how their business technology delivers value.
• Actively participate in the evolution of our Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Answer all non-technical client questions Manage client requests for service vs request for sales/quote, and the communication that revolves around it
• 
  WHAT WE OFFER
• RRSP matching (3%) program
• Social committee/events and a commitment to our People & Culture
• Strong benefits package for all employees working more than 20 hours per week, including critical illness, medical, dental, orthodontics, and more

• Career growth potential as we scale the business
• Professional development support including tuition reimbursement
• Channels to \xe2\x80\x98give back\xe2\x80\x99 to our local communities

CAREER OPPORTUNITIES Loyalty is a core value for TLC Solutions. We are always excited to see our team members grow and we fill senior positions through promotion from within.
NEXT STEPS
At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you.