UnionWare is Looking for a Achievement-Focused Client Representative to Support Union Success

ABOUT UNIONWARE:

UnionWare ULC, based in Winnipeg, Manitoba, has been building and supporting membership-management software for labour unions since 1998. Their platform centralizes tasks like membership tracking, dues processing, grievance handling, and event coordination—serving unions across Canada, the U.S., and Australia. Rooted in Winnipeg's vibrant tech community, UnionWare combines local talent and global reach to empower organized labor with streamlined, data-driven tools.

POSITION DESCRIPTION:

The Client Representative role is responsible for communicating with clients, investigating and documenting client issues while facilitating and implementing appropriate resolutions using our documented standards.

KEY RESPONSIBILITIES:

• Triage, track, and escalate open tickets to internal teams as required.
• Ensure that all tickets are properly categorized and recorded, including troubleshooting information.
• Investigate client-reported issues across both standard and customized software environments by utilizing strong critical thinking and troubleshooting skills.
• Confidently lead client meetings to troubleshoot complex problems or define new requirements.
• Research technical issues.
• Write and maintain technical business requirements documents for clients.
• Act as a product expert, guiding clients in using the software effectively and staying informed on new features and updates.
• Respond to incoming calls, tickets and/or e-mails in accordance with SLA standards.
• Use active listening and targeted questioning to uncover underlying client needs and identify new requirements or get to the root cause of a problem.
• Take ownership of support requests, working independently while keeping clients regularly updated on status and timelines.
• Leverage and provide content for internal knowledge base.
• Ability to prioritize and manage multiple open tickets at one time.
• Develop and maintain excellent working relationships with staff and clients.
• Advocate for the client and their feedback to the Product and Professional Services teams.
• Actively participate in team discussions and process improvements.
• Always look for ways to improve the client experience, whether through avenues of communication, process improvement, or tools.
• Other related duties as assigned.

Requirements

REQUIRED/MINIMUM QUALIFICATIONS:

· 2+ years of helpdesk or software support analyst experience is ideal.

· Bachelor's degree or college diploma in an information technology field or equivalent to the job experience is recommended.

· Knowledge of software development life cycle, SQL, AWS, and Office 365 are assets.

ADDITIONAL or PREFERRED QUALIFICATIONS:

• Excellent client service and communication skills.
• Sound critical thinking/analytical skills.
• Strong general technical literacy is paramount to success in this role.
• High work standards - work ethic, task completion, consistency, follow up, accuracy/attention to detail, time management.
• Personal management skills - accountability, self-management, adaptability, creativity, initiative, implementation skills, and problem solving.
• Knowledge or interest in Labour Unions is beneficial.

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